Calling all innovators - find your future at Fiserv.

We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Service manager

As a Service Manager, you will play a vital role within the firm acting as a lead in the operational support for our Small Financial Services clients. You will have the responsibility of providing direction and support on day-to-day inquiries, strategic operations and client initiatives, and referrals and small project implementations while ensuring the highest levels of satisfaction.

 

Each Service Manager should understand our various products, services, configurations, and platforms to service clients. Further responsibilities include referring new products and services, managing small maintenance projects, and addressing inquiries and support requests; all while working closely with various internal groups and external vendors.

Primary Responsibilities:

Serve as a client advocate, supporting the client in day-to-day operational activitiesEnsure the timely and successful delivery of our solutions according to customer needs and objectives.Identifying opportunities to improve as well as referring new products and services to enrich the client experience.Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.Enhance department and organization’s reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.Maintain accurate and up to date documentation of the client architecture and processing environment, product matrix, and custom processes by utilizing appropriate systems and tools to track client interactions.Facilitate the client communication and delivery process as it relates to association releases, regulatory changes, product/platform upgrades, fee revisions and system enhancements.Participate with leader or account executive in customer business reviews Builds and maintaining strong, long-lasting customer relationships with assigned clients.Understand the customer’s priorities and objectives, drives projects and serves as a liaison between the customer and internal teams to achieve desired outcomes.Responsible for delighting the client and delivering exceptional client service on a day-to-day basis.Acting as a liaison between client and Fiserv Card Services departments, as well as CORES, Surrounds and Partnering VendorsManage multi-client inquiries, review and identify patterns, escalateMeet or exceed corporate guidelines on service levels Maintain knowledge to feed the AI tool to improve and enhance self-service capabilities Maintain high customers service scores Identify opportunities and submit referrals or service request base on existing contracts to enhance client experience and corporate revenueExecute parameter changes, small maintenance projects to enhance the client experience Maintain Service level of 95% for phone and systematic inquiries with a 2-business day turn-around on service resolutions

The previous statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Basic Qualifications for Consideration:

4 year college degree or equivalent work experienceMust have strong written and verbal communication skills with the ability work with and communicate at all levels of the organization. Must be a listener, a presenter, and a people person.Must have the ability to work in a fast-paced work environment, multi-task, have strong organizational skills and act as a business owner.Make independent decisions, exercising good judgment and managing complex issuesPossess a positive attitude while operating under pressure and be an independent problem-solver.May be required to train others (client and internal staff) in area of technical expertise.While this position has no direct reports, it does require interaction with other staff members to ensure client satisfaction.Must be able to manage multiple clients concurrently and act urgently to meet deadlinesStrong collaboration skills to work to get the job doneWill be required to work outside of standard business hours as neededProficiency in working with the Microsoft suite

Preferred qualifications for considerations: 

Preferred industry experience in credit/debit, issuing, installment lending, ATM or financial institution experience. Preferred familiarity with Fiserv Debit and Credit Processing Platforms, STAR, ATMs, and related products.

Travel Required: 5% domestic travel.

Salary Range

$49,500.00 - $79,200.00

These pay ranges apply to employees in New Jersey, New York and California. Pay ranges for employees in other states may differ.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

This position is not eligible for an annual incentive opportunity and is also not eligible to earn commissions.

Thank you for considering employment with Fiserv.  Please:

Apply using your legal nameComplete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.