Supervisor Client Operations Support

Fiserv•Coral Springs, FL

3d•Onsite

About The Position

You will provide mentorship, leadership, workflow management and quality direction to your customer support team. You will help your team to respond effectively to customer inquiries while solving problems associated with the use of our online financial service products and services.

Requirements

High School graduate/GED
2 years’ experience managing associates in a high paced work environment.
Prior experience managing customer expectations.
Prior experience in a role of a supervisor.
Previous experience with coaching and development skills, including coaching associates to deliver a high-caliber client experience.
Must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Nice To Haves

Associate’s degree
Knowledge of current Fiserv Leasing, Clover Capital and/or Clover Menu products.
Strong reporting and analytical knowledge (Excel, SQL, Power BI).

Responsibilities

Courageously lead a team of client support representatives’ workflow by monitoring case queues and adjusting staffing needs and case assignment to ensure you deliver accurate and timely responses to our clients and meet service levels.
Provide instructional mentorship and advise them how to best handle complex issues by coaching them to be effective in our client communication.
Support client support associates with career development path. Coaching and mentoring in growing knowledge and upward mobility.
Write and deliver performance appraisals for team members, coach and mentor, performance improvement plans.
Analyze and resolve client problems by handling advanced items and aiding the client support representatives in finding the best solutions.
Interface and maintain an excellent working relationship with other internal departments and clients while working on and completing customer requests.
Provide on-call support after hours, as needed, to ensure our customers' successful operations.
Conduct ongoing reviews of existing procedures and processes and write and implement new or revised procedures / processes to ensure or improve the quality and efficiency of department.
Identify processes that have an opportunity to operate more efficiently and feel empowered to do what is necessary to improve the functions for both our clients and Fiserv.

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.