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Client Escalation Supervisor

Company: Fiserv
Location: Hickory
Posted on: May 3, 2021

Job Description:

What does a great Client Escalation Supervisor do?As a Client Escalation Supervisor you will play a vital leadership role in acting as a key focal point in the service relationship for our Card Clients. You will be a hands-on leader to our clients as well as help grow and hire top talent in your division. Additionally, you will play an important role in improving and executing our call center processes and best practices. You will interact directly with Clients and Card Leadership regarding escalated matters by determining root cause, presenting action plans and executing positive change. You will also lead a variety of projects to enhance Card Technology readiness and execution of key Card Services initiatives. As a producing Supervisor you will also be responsible for taking inbound calls from banking and merchant customers, answer questions, assist with researching and resolving issues. Are you the type of person who takes pride in making sure our customers receive a WOW experience and has the ability to be an active listener and is able to express empathy to the customer. You have great verbal and written communication skills to provide assistance to our customers. Do you love providing world class customer service in open fun environment? If you answered yes, we want to work with you.Who are you?You have an acute sense of urgency regarding client/customer escalations. Experienced in managing a highly effective and responsive escalations team focused on resolution, eliminating repeats, and reporting analytics. Identify, manage and record escalation trends and collaborate with BU and Operations. Review and identify root cause for all escalated service requests and use this information to improve continuously within various Operation team locations. Proven ability to proactively engage cross functional teams in multiple locations in identifying, verifying, analyzing, and implementing process improvement and execute change. Identify and manage multiple resources to test technology and eventual deployment of new Card tools and processes. Solid organizational skills including attention to detail and multi-tasking skills. Thrives in a fast-paced dynamic production environment with proven ability to proactively identify performance gaps and execute solutions. Strong proven communication skills and ability to articulate complex issues. Must have strong written and verbal communication skills with the ability work with and communicate at all levels of the organization included key clients. Must be a listener, a presenter, and a people person. Will be required to work outside of standard business hours as needed supporting a 24X7 Operation.Basic requirements for consideration:+ High School Diploma required Bachelors Degree preferred + Ability to work a flexible on call schedule + 3+ years of Customer / Client Care experience + 1+ years supervising or leading a team + Experience with a Server Management platform such as ServicePointPreferred requirements for consideration:+ Card Services or Merchant Services experience preferredLearn more about Fiserv:Life moves fast. And as it does, we know most people arent thinking about financial services. But we are. We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely. Were Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The companys approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought. Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE 500 company and one of FORTUNE Magazine Worlds Most Admired Companies for the seventh consecutive year, we are committed to excellence and purposeful innovation. We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer (Minorities/Females/Vets/Disabled/LGBT) Explore the possibilities of a career with Fiserv and Find Your Forward with us.

Keywords: Fiserv, Hickory , Client Escalation Supervisor, Other , Hickory, North Carolina

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