Client Support Analyst

Fiserv•Omaha, NE

3d•Onsite

About The Position

As a Client Support Analyst, you will provide primary front‑line support for clients, resolving day‑to‑day issues related to production, quality, delivery, and specifications. You partner with operations, technology, and product teams to drive timely resolutions, ensure clear communication, and support continuous improvement. This role requires professionalism and discretion in a sensitive, regulated environment and is subject to an extensive background check.

Requirements

U.S. citizenship or lawful permanent resident status required due to contractual obligations.
3+ years of experience in client support or key account management, preferably in financial services, fintech, or print/document services.
3+ years of experience in problem-solving client issues and developing client relations.
3+ years of experience producing client-facing updates, reports, and activity logs with proficiency in Microsoft Excel, Word, and PowerPoint.
Demonstrated ability to manage case queues, set priorities, and meet defined SLAs with strong written and verbal communication skills.
Bachelor’s degree in Business, Communications, or a related field, or an equivalent combination of education, related experience, and military experience.
Strong attention to detail with the ability to identify, investigate, and prevent errors.

Nice To Haves

Experience with data analysis or quality techniques (e.g., Excel lookups, pivot tables) to identify trends and root causes.
Exposure to workflow/ticketing practices or frameworks (e.g., ITIL) and continuous improvement methodologies.
Experience with a print production facility.

Responsibilities

Respond to client inquiries via phone, email, and/or a ticketing system, documenting cases and actions taken.
Work with the production team to audit completed mail before it is sent out to the recipients.
Investigate and resolve issues related to production quality, delivery schedules, and specifications, coordinating with operations and technology teams.
Diagnose problems, identify root causes, and drive resolution plans while meeting service level agreements (SLAs).
Expedite complaint resolution by prioritizing cases, escalating appropriately, and ensuring timely client follow-up.
Maintain proactive, consistent communication with clients, providing status updates and next steps via calls and/or Client360.
Create and maintain detailed reports and activity logs for client and management review; summarize trends and recommend improvements.
Contribute to continuous improvement by capturing recurring issues, proposing preventive actions, and sharing knowledge articles.

Benefits

Fuel Your Life program to support your 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 redeemable for rewards.
Eight Employee Resource Groups to foster a collaborative culture and expand your network.
Unparalleled professional growth with training, development, and internal mobility opportunities.
Medical, dental, vision, life, and disability insurance options available from day one.
Retirement planning and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental, caregiver, and military leave.