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
Client Services ExecutiveRole Summary
The Client Services Executive acts as a key interface between Fiserv and its clients, managing day-to-day service delivery for an assigned portfolio. The role focuses on resolving client enquiries, improving service performance, and building strong, trusted client relationships to ensure agreed service levels are consistently met.
Key Responsibilities
Own and resolve client tickets and enquiries in a timely and controlled manner.
Proactively manage cases to reduce new ticket volumes and minimise open issues.
Act as the client advocate within Fiserv, ensuring service delivery meets or exceeds agreed KPIs and SLAs.
Drive improvements in client satisfaction and likelihood-to-recommend scores.
Monitor operational performance, identify trends in enquiries or incidents, and implement actions to reduce future demand.
Track and manage incidents, identifying root causes and implementing preventative measures.
Liaise with cross-functional teams and management to improve operational efficiency and effectiveness.
Deliver client education and training for new and existing users as required.
Provide operational support to other teams when needed.
Produce and maintain SLA and operational performance reporting.
Adhere to and contribute to Fiserv processes, procedures, and standards.
Skills and Competencies
Strong client focus with the ability to understand, empathise with, and meet client needs.
Clear, concise verbal and written communication skills.
High attention to detail and quality.
Strong time-management and prioritisation skills.
Self-motivated with the ability to work independently and collaboratively.
Ability to perform under pressure and meet tight deadlines.
Proficient in Microsoft Office and comfortable working in a technology-driven (fintech) environment.
Experience
Previous experience in a customer-facing role.
Experience in banking, payment processing, or payments-related customer service is strongly preferred.
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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.
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