Client Service Analyst

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 Analyst

What does a successful Client Service Analyst do at Fiserv?

One of the key values at Fiserv is to earn client trust every day. As an integral part of the Global Business Solutions group at Fiserv, you will help maintain that trust. In this role within the Fiserv Gift Solutions team, you will be focused on customer service and problem solving to assist end-customers and clients by working within back-office tools and communicating through various channels to ensure seamless implementation, maintenance, and support for our innovative solutions, contributing to our clients' ongoing success, satisfaction, and trust.

What you will do:

• Achieve the timely and complete resolution of customer issues and inquiries by phone and email
• Work closely with clients and internal partners to troubleshoot, research, and resolve customer concerns and issues while meeting service levels
• Identify systemic and client-impacting trends and escalate them through proper channels of leadership to remedy issues across six key products
• Document and update standard operating procedures (SOPs) related to customer service processes
• Analyze customer feedback to identify areas where documentation can be improved to enhance the overall customer experience
• Ensure that team members have access to the latest versions of process documentation
• Maintain a thorough understanding of Fiserv products, platforms, systems, operational areas, and processes
• Assist in the training of customer service representatives on proper documentation practices

What you will need to have:

• 2+ years of experience in a client support role
• Experience communicating by phone and email in a customer service role
• Experience with Microsoft Office 365
• Ability to work flexible hours, which include weekends, evenings, and holidays, as needed
• Associate's degree or an equivalent combination of education and/or military experience

What would be great to have:

• Bachelor's degree
• Experience in advanced-tier client support
• Experience in the financial services industry

Important info about this role:

• We’re better together! This role is fully on-site.
• In order to be considered, you must be legally authorized to work in the U.S. without need for visa sponsorship, now or in the future.

Perks at work:

• We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
• Maintain a healthy work-life balance with paid holidays, generous time off policies, and free counseling through our EAP.
• Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
• Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
• Prioritize your health with a variety of medical, dental, vision, life, and disability insurance options and a range of well-being resources through our Fuel Your Life program.
• Advance your career with training, development, certification, and internal mobility opportunities.
• Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.

#LI-CH1

Salary Range

$46,600.00 - $77,000.00

These pay ranges apply to employees in New York and California. Pay ranges for employees in other states may differ.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

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 th