Client Service Manager, Embedded Finance

Fiserv•Jacksonville, FL

About The Position

The Client Service Analyst is a client-focused service professional who owns the day-to-day oversight of incoming client requests, tickets, and inquiries. Using Client360 and related platform interfaces, this analyst role monitors the full request lifecycle, validates priority and business impact, performs initial analysis and remediation, and routes work to the appropriate Product, Operations, or Technology team when specialized support is required. This role maintains clear client communication, removes barriers to resolution, and uses operational data to improve responsiveness, accountability, and the overall client experience. This is a hands-on service management role that requires technical aptitude and strong analytical skills; it is not primarily a coding, engineering, or infrastructure position.

Requirements

Bachelor’s degree in Business, Information Systems, Technology, Operations, or a related field, or an equivalent combination of education and relevant experience.
3+ years of experience in client service, technical support, service operations, incident or request management, production support, or a related environment.
Demonstrated experience owning or coordinating a case-management or ticket queue and working across teams to drive issues to resolution.
Strong client orientation, written and verbal communication skills, and the ability to translate technical or operational details into clear business updates.
Working knowledge of ticket triage, severity assessment, escalation practices, service metrics, and SLA or service-target monitoring.
Strong analytical and problem-solving skills, with the ability to identify trends, exceptions, bottlenecks, and actions from operational data.
Intermediate to advanced Microsoft Excel skills, including pivot tables, lookups, formulas, charts, data validation, and repeatable reporting.
Comfort learning and navigating multiple enterprise tools and platform interfaces; direct Client360 experience is preferred but not required.
Ability to manage competing priorities, maintain attention to detail, and follow through in a fast-paced, client-facing environment.

Nice To Haves

Experience with Client360, ServiceNow, CRM, case-management, or comparable service platforms.
Experience creating dashboards or visual reports in Microsoft Power BI.
Background in financial services, payments, banking, fintech, or embedded finance.
Experience supporting client operational reviews, service scorecards, or executive-level reporting.
Knowledge of continuous-improvement methods and the ability to document repeatable workflows, controls, and escalation procedures.
Experience coordinating across distributed teams, third parties, and multiple levels of technical and business support.

Responsibilities

Monitor the Client360 queue across assigned clients, ensuring new inquiries are reviewed promptly, accurately categorized, and actively managed through closure.
Assess request urgency, severity, client impact, required information, and potential SLA risk; prioritize and escalate work based on documented support processes.
Perform initial triage using existing platform tools, administrative interfaces, reports, logs, knowledge articles, and documented procedures to resolve issues when possible.
Assign or coordinate requests with the appropriate Product, Operations, Client Services, Technology, or third-party team, maintaining clear ownership and follow-through.
Serve as a central point of coordination for client inquiries, providing concise, timely updates, clarifying next steps, and confirming that the client understands the final resolution before closure.
Proactively identify aging, stalled, reopened, high-severity, or SLA-at-risk items and drive action plans, escalations, and leadership visibility until resolved.
Produce recurring client and portfolio-level reporting on ticket volumes, open versus closed trends, aging, severity, assignment status, response and resolution performance, and adherence to internal service targets.
Analyze queue data to identify recurring issues, routing gaps, workload trends, and process improvement opportunities; recommend corrective actions and track outcomes.
Maintain accurate ticket documentation, including business impact, troubleshooting completed, decisions, dependencies, owners, target dates, client communications, and closure details.
Partner with relationship managers and internal support leaders to prepare for operational reviews, communicate risks, and ensure client priorities receive appropriate attention.
Develop practical dashboards, scorecards, and reporting views using Excel and available enterprise reporting tools; support Power BI reporting where applicable.
Help improve intake standards, queue-management practices, escalation paths, knowledge content, and repeatable service procedures across the team.