Director, Customer Service I

Fiserv • Hagerstown, MD

87d • $91,500 - $122,000 • Onsite

About The Position

At Fiserv, a successful Director, Customer Service will champion client experience by driving strategic initiatives across our bank partner and merchant services teams. Their role is integral in collaborating with Fiserv operational departments to implement innovative technology and tools, enhancing both client and agent experiences. They ensure operational excellence and a robust control environment, aligning with our mission to deliver exceptional financial services.

Requirements

• 8+ years in client experience management, process improvement using data analytics, call center technology integration, and managing audits.
• Prior managerial experience in a contact center.
• Bachelor's degree and/or equivalent military experience.

Responsibilities

• Oversee the analysis and implementation of improvements driven by Voice of the Customer surveys and client feedback.
• Lead strategy initiatives focused on process enhancements by conducting comprehensive analyses of complaint data.
• Collaborate with call center technology teams to strategically enhance agent and user experiences leveraging Client 360, Inquiry Point, IVR, and AI technologies.
• Act as a strategic liaison for addressing internal and bank audits, SOC requests, and Business Contingency Plans.
• Ensure the effectiveness of internal process controls while identifying strategic opportunities for automation.
• Lead and oversee the successful execution of Card Brand Mandates with a focus on excellence.
• Conduct and supervise quarterly staffing analysis to align scheduling with coverage needs effectively.
• Provide strategic escalation support for bank account management partners to ensure seamless operations.

Benefits

• Paid holidays
• Generous time off policies, including Recharge & Refuel time for qualifying associates
• Free counseling through our EAP
• Competitive salaries
• Fiserv 401(k) Savings Plan
• Employee Stock Purchase Plan
• Living Proof program for recognition and rewards
• Medical, dental, vision, life and disability insurance options
• Well-being resources through our Fuel Your Life program
• Training, development, certification, and internal mobility opportunities
• Employee Resource Groups that promote a diverse and inclusive culture

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree