Client Success Manager

at  Fiserv Inc

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.

WHAT DOES A SUCCESSFUL CUSTOMER SUCCESS MANAGER DO AT FISERV?

We are looking for an experienced Customer Success Manager who is interested in supporting our Small Business clients. The role provides an enormous opportunity to maintain and deepen relationships by reviewing current product optimization and price offering while assisting with scheme compliance, data integrity obligations and general product updates.

WHAT YOU SHOULD KNOW ABOUT US:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune® magazine’s “World’s Most Admired Companies™” 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.

• Proactive or adhoc pricing requests for existing merchants
• Provide referral Direct Sales Team for new additional facility requests.
• Facilitate additional devices to Operations and Service teams for existing merchants.
• Provide assistance for change of account or address details, online service portal facility access.
• Work in collaboration with key internal teams to seek additional information from merchants on business or transaction activity to align with Fiserv compliance, risk and credit guidelines.
• Circulate relevant compliance updates on behalf of schemes on changes relating to transaction processing.
• Analysis of merchant activity including repeat services calls, transaction activity, chargeback volumes and held transactions.
• Initiative communications to merchants who complete LTR (Likely to Recommend) surveys for ‘Detractor’ and ‘Request a call-back’ responses.
• Manage complaints raised through the direct or referral channels.
• Communicate updates to merchants on; software updates, products features, scheduled system maintenance and information that may assist with running their business.
• Responsible for the overall satisfaction and proactive retention of customers through knowledge of Fiserv’s core business and product.
• Ongoing portfolio review and maintain of merchant profile information.
• Adherence to Fiserv policies and procedures.