Fiserv Client Technical Support, Sr. Consultant in South Carolina
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
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.