Job Details
**Job Title**
Client Service Representative**Job Purpose**
This role will be the primary contact and act as the internal owner for a portfolio of SMB Direct merchants. By increasing overall customer satisfaction, the position will support Fiserv revenue growth through increased retention and increased product/service penetration. Responsible for client solution penetration and education, account monitoring and portfolio reporting and issue resolution ownership. The Client Services Representative creates customized Business Review presentations which illustrate the clients financial health based on card volume vs industry as well as market trends. Individuals will manage a portfolio of small to mid-tier accounts of the SMB Direct portfolio.
**Job Responsibilities:**
* Supports the retention and growth of a client portfolio and assures client satisfaction by maintaining overall relationship with clients.
* Provides ongoing relationship development through proactive engagement, integrated with digital nurturing, to increase revenue retention within an assigned vertical.
* Responsible for direct resolution of simple inquiries and facilitation of resolution for moderate to complex inquiries through coordination with customers and other internal Fiserv areas. Must maintain clear and open communication regarding complex subject matter such as pricing model, funding, and compression management
* Works with small to mid-tier accounts with multi product platforms/environments to deepen the penetration of Fiserv products and services.
* Creates and maintains accurate and up-to-date customer profiles including contract information, communication logs, and product matrix.
* Educates customers on relevant industry information and provides training products, reporting, and self-service tools.
* Other duties as required and directed by management.
**Basic Qualifications for Consideration:**
* 2+ years experience in customer service, sales, business development, or relationship management; payment processing experience.
* High School diploma or equivalent
* Experience communicating clearly and professionally, both verbally and in writing
* Experience handling complaints and unpleasant customers
**Preferred Skills, Experience, and Education:**
* 2-year degree or equivalent work experience.
* Must be flexible and adaptable due to the ever-changing needs of the organization 1 year experience with multiline telephones and online noting systems
* Works in an office environment involving sitting most of the time at a desk in front of a computer.
* Supporting clients in an inbound contact center role via phone and email communication
* Strong organizational, communication and interpersonal skills.
* Detail-oriented, team player with good planning and problem-solving skills, who is willing to work outside of traditional service parameters.
* Self-motivated and able to work independently with minimal supervision towards the achievement of personal and team goals.
* Analytical skills - understand industry metrics and trends.
* Effectively interact and communicate with varying internal departments.
* Knowledge of payment processing; Fiservs products, platforms, systems, and operational areas preferred.
* Department hours are Mon Fri from 8 AM 7 PM so you could be required to work a shift until 7 PM
**Sign-on Bonus Levels: Total of $1,500**
* $250 @ 45 days
* $500 @ 3 months
* $750 @ 6 months: 12 month claw back to remain with Fiserv
Fiserv is an Equal Opportunity Employer/Disability/Vet.
This role is not eligible to be performed in Colorado.
Thank you for considering employment with Fiserv. Please:
* Apply using your legal name
* Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Fiserv is an Equal Employment Opportunity Employer, and it is the Companys policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.
In order to protect our Fiserv community, Fiserv requires all newly hired employees to be fully vaccinated before their start date. Proof of vaccination will be a condition to hiring. Fiserv complies with all applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.
location2 LocationslocationHagerstown, MarylandlocationHagerstown, Maryland