Client Service Manager

Fiserv•Omaha, NE

6d•Onsite

About The Position

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 Service Manager About your role: You will lead a client-facing team that delivers service and support for mission critical financial solutions at Fiserv. The team partners with clients and internal product and operations groups to drive retention, operational excellence, and measurable service outcomes. This role combines client advocacy, cross functional coordination, and continuous process improvement to protect and grow client relationships. What you’ll do: Lead and manage a team of Client Service Representatives to meet or exceed daily service obligations, SLAs, and client expectations. Drive client retention efforts by identifying risks, coordinating remediation plans, and partnering with sales and product teams on renewal strategies specific to the health insurance client. Act as a business liaison, delivering market and product expertise to clients and translating client needs to implementation and product teams. Identify, recommend, and implement cross functional process improvements that streamline service delivery across multiple business units. Conduct site visits and coordinate client focus meetings to address critical satisfaction issues and strengthen relationships. Oversee revenue and cost management for assigned clients, ensuring financial performance aligns with business objectives. Execute coaching, mentoring, and goal setting to develop high performing teams and build succession capacity. Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Requirements

5+ years of experience leading and mentoring a service team.
5+ years of experience in service management within the financial services industry.
5+ years of experience in process improvement methodologies.
5+ years of experience in client relationship management and retention strategies.
6+ years of equivalent combination of educational background, related experience, and/or military experience.

Nice To Haves

Experience in HIPAA/HITECH compliance and healthcare data privacy/security frameworks.
Experience supporting or managing printing/fulfillment operations.
Experience managing vendor relationships and contract deliverables for a single strategic client.
Experience integrating with payer/vendor systems, clearinghouses, or third party benefits administrators.
Experience with executive stakeholder communication and renewal/escalation management for payer clients.

Responsibilities

Lead and manage a team of Client Service Representatives to meet or exceed daily service obligations, SLAs, and client expectations.
Drive client retention efforts by identifying risks, coordinating remediation plans, and partnering with sales and product teams on renewal strategies specific to the health insurance client.
Act as a business liaison, delivering market and product expertise to clients and translating client needs to implementation and product teams.
Identify, recommend, and implement cross functional process improvements that streamline service delivery across multiple business units.
Conduct site visits and coordinate client focus meetings to address critical satisfaction issues and strengthen relationships.
Oversee revenue and cost management for assigned clients, ensuring financial performance aligns with business objectives.
Execute coaching, mentoring, and goal setting to develop high performing teams and build succession capacity.

Benefits

Fuel Your Life program to support physical, financial, social, and emotional well-being
Paid holidays and generous time away policies
No-cost mental health support through Employee Assistance Programs
Living Proof program to recognize your peers’ extra effort with points used for rewards
Eight Employee Resource Groups to foster a collaborative culture
Unparalleled professional growth with training, development, and internal mobility opportunities
Retirement planning and discounted shares with the Employee Stock Purchase Plan
Medical, dental, vision, life, and disability insurance options available day one
Tuition assistance and reimbursement program
Paid parental, caregiver, and military leave