What does a great Digital Channels Service Manager do?
The mission of the Digital Channels Services Management team is to ensure that Digital Channels clients are engaged, serviced and supported in a consistent and superior manner, throughout the life of their relationship with Digital Channels, regardless of which Digital Channels department, other Fiserv Division or shared corporate services is "facing" the client. We are focused on serving and adding value for our clients such that they are all proud and vocal advocates of Fiserv. In achieving this goal, we will leave a mark on the new digital world that each of us will be proud to have had a part.
This position will be responsible for advancing knowledge, utilization and satisfaction related to Fiserv products and services within an assigned portfolio of clients. The Digital Channels Services Manager will work collaboratively with other client-facing departments to provide an optimal client experience by addressing the day-to-day non-break/fix issues or requests that arise in running our solutions. The individual selected for this position will maintain an in-depth understanding of how our products are used, how the solutions are implemented, how they are supported, and most importantly, the optimal approach for helping resolve issues or requests in a timely manner. The Digital Channels Services Manager will build relationships with all individuals involved in servicing their assigned clients, continually understanding both the client's and Fiserv business objectives, success criteria, product / service plans, and key business challenges in order to help Fiserv deliver solutions to meet client needs.
To be successful in this role, you will:
Act as the primary contact for client's day-to-day operational needs that are not associated with a support (break/fix) ticket for the Corillian-ASP (COASP) and/or Architect Collaborate with the technical support teams to ensure priority support issues are being addressed.
Develop beneficial client relationships with peer operational staff that help resolve and avoid problems. Partner with the Enterprise Service Desk and Fiserv ancillary support areas to facilitate the resolution of issues that span Fiserv product lines and departments.
Coordinate the fulfillment of non-break fix issues for our clients, such as: product questions, documentation, compliance, and training requests.
Proactively communicate problems, issues, and status updates to clients and appropriate Fiserv personnel as they relate to the client's day-to-day operational needs that are not associated with a support ticket.
Participate in the launch of new products and services by understanding the operational impact to our client base.
Work closely with Application Technical Consultants (ATC), Account Executives, as well as other Product Specialists to ensure commitments are met and requests are addressed within appropriate timeframes.
Partner with the Account Executive and Application Technical Consultant to monitor service delivery and client satisfaction.
Collaborate on client relationship health measures with the Account Executive and the Application Technical Consultant to identify areas for continuous improvement and development of action plans.
Basic Qualifications for Consideration :
3 + years of experience in customer service role supporting enterprise solutions is required
Demonstrated experience in being highly organized, multi-taksing, ability to follow through and skills to work independently.
Demonstrated ability to cultivate relationships and work collaboratively and cross functionally with all levels of staff
Demonstrated written communication skills
Fiserv product knowledge
High School diploma or equivalent
Preferred Skills, Experience, and Education:
Understanding of Digital Channels Architect and/or Corillian ASP, online/mobile banking applications, and Electronic Payments products
Experience in using Support Software systems such as ServiceNow
Financial Services / Banking Industry experience
Project Management experience
Knowledge of Fiserv systems
Demonstrated Customer Service and Conflict Management skills
Ability to identify needs, formulate a plan, and execute a plan through resolution
Strong administrative skills, such as planning, organizing, and time management
Strong PC skills, particularly with MS Office applications
Expertise working with virtual teams in a matrixed environment
Travel required : 10% Percentage/frequency of travel
Who We Are:
Digital Channels provides industry-leading products and services for the online and mobile channels to help financial institutions drive deeper relationships and more effectively compete in the digital transformation. Digital Channels develops innovative online banking and mobile banking solutions for financial institutions of all sizes with a mission to deliver easy and compelling digital financial management and money movement always at your fingertips. Leveraging in-depth research, user experience design, and industry best practices, Digital Channels' online banking and mobile banking solutions are ranked as the top solutions in the market and adopted by some of the largest and most innovative financial institutions in the market. Digital Channels strives to build great products, provide a great place to work, and foster great people. Through our work we set the bar for the entire industry. There is an unprecedented opportunity in front of us. Society is going digital and through our clients we shape a big part of the emerging digital world.
We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Fiserv is a global leader in financial services technology solutions. We're helping more than 12,000 clients worldwide create and deliver experiences for a digital world that's always on. Solutions that enable today's consumer to move and manage money with ease, speed and convenience. At the point of thought.