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What does a Client Technical Support, Sr. Consultant do?

As a Dedicated DNA Operations Analyst, you will work in a dynamic, professional, customer service-oriented environment, supporting “leading edge” products. You will respond to customer inquiries, research solutions and solve problems for our clients primarily within our DNA core platform, but must also be available to assist with other Fiserv products as they integrate within the Operations area of the DNA Core. In this role, you should consider yourself an extension of the client’s team and you must always have their goals and objectives at the forefront of every interaction.

This is a great opportunity to develop the necessary foundation in technical client support. This role is a talent pipeline for future leaders. We want to hire you for a career, not a role!

In this role, you can expect to:

• Provide consultation, training and support that encompasses day to day processing tasks, client knowledge building and training, case management, client product functionality; building and maintaining a positive relationship

• Understand and manage client expectations ensuring client priorities and high impact items are addressed immediately

• Meet high expectations around aggressive case resolution goals

• Log, track and handle all incoming calls and cases professionally. Must maintain current notes, provide timely and accurate resolution of client issues and ensure client satisfaction at every interaction

• Provide detailed analysis of issues received from clients. Must be able to utilize SQL to analyze client data

• Stage test scenarios in test environments, recreating and documenting each step as reported by client

• Communicate progress and any potential problems to manager for awareness and/or resolution

• Collaborate extensively with internal groups to resolve client issues, actively contributing to the effectiveness of the team

• Provide superior client support through excellent written and verbal communication, responsive follow through, and advocacy for client issues within internal groups

• Participate in after-hours and weekends on-call support, as needed

• Follow internal procedures and processes in order to streamline the case handling process.

Basic Qualifications for Consideration:

• Bachelor’s Degree or equivalent experience

• 3 years’ DNA experience in the Operations Servicing field

Preferred Skills, Experience and Education:

• General knowledge of Regulatory guidelines and year end processing

• In depth knowledge of DNA Operations and Operational procedures

• Extensive knowledge of DNA Operational Processing & Reporting. Including but not limited to:

• DNA SQT Programs & Extracts

• Report Parameters and Scheduling Considerations

• Strong understanding of daily report output and error resolution

• DNA Configurations around job setup

• Extract and Output file review and configurations

• Notice Printing & Configuration

• Cashbox set up and processing

• Branch Configuration & Management

• User Authorizations

• Security Authorization Groups

• In-depth Statement Processing & Cycle Configuration

• Employee Setup & Maintenance

• Network Node & SAF Device Configurations

• FCRM (AML Extract) & Verification Module

• Surround Product Authorizations and Configuration

• Experience in an analytical and customer facing role

• Proficient PC skills, Microsoft Office (Advanced Excel) application experience

• Ability to write and understand Relational Database queries

• Strong problem-solving, communication and interpersonal skills

• Dedication to quality and high-level customer satisfaction

• Excellent follow-up skills and attention to detail

• Ability to deal with time constraints, emotional situations and conflict

• Ability to work well independently and within a team

• Ability to work after-hours and weekends for on-call support

• Strong ability to coach and train individuals on product usage and functionality

Travel Required: Up to 25% travel is possible

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Learn more about us.

To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options.

We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.

In this role you will be aligned with our Open Solutions division which offers multi-charter solutions to banking and credit union clients in a shared services model. Its flagship product, the DNA™ platform, is a real-time, open technology account processing solution for financial institutions seeking a modern technology architecture and looking to benefit from the power of data and integration.

Life moves fast. And as it does, we know most people aren’t thinking about “financial services” But we are.

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the seventh consecutive year, we are committed to excellence and purposeful innovation.

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Explore the possibilities of a career with Fiserv and Find Your Forward with us.