Manager Client Tech Support Engineering II

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 Regional Managers help ensure clients receive exceptional service while the business's goals are supported. They work directly with clients as well as overseeing a team of Client Service Representatives. They work to develop and implement client service strategies that will increase sales while providing a positive experience for all clients.

The minimum education requirement for Client Services Managers a bachelor's degrees, particularly in business management or computer science. MBA and/or specialization in related fields are a Plus. The most essential skills for a Client Services Manager are communication skills and the analytical thinking skills, which enable them to build relationships with clients while thinking strategically about how to meet business goals.

Responsibilities for Regional Client Services Manager

• Interact with clients and build relationships with them while ensuring their needs are being met.
• Oversee a team of customer service Associate's and ensure they are providing an exceptional client experience.
• Mastermind creative ways to deliver an exceptional client experience.
• Develop and oversee the implementation of client service protocols.
• Resolve complex client problems or disputes in a professional manner.
• Participate and lead incident calls with other involved teams.
• Coach and support team members to help them meet departmental goals.
• Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement.
• Deliver and present result to the Country Directors, Regional Leader, staff members and clients.

Qualifications for Client Services Regional Manager

• 5+ years prior experience in customer facing roles. Regional experience is a Plus.
• Proven experience in a leadership role is required.
• Excellent communication skills and the ability to anticipate the needs of customers.
• Must demonstrate strong analytical thinking skills.
• Should possess strong problem-solving skills and the ability to make sound judgement calls.
• Superior organizational and time management skills.
• Knowledge of customer service standards and ability to learn new software quickly.
• Innovative, creative thinking skills to ensure the organization is providing a cutting-edge client experience.
• Intermediate to Advanced English is required. Portuguese is a Plus.

To ensure success in this role, the ideal candidate should demonstrate excellent active listening and communication skills, good personal presentation, politeness and tact, and be able to function in a high-dynamic-challenging environment. The noteworthy Client Services Regional Manager should provide timely solutions to client’s problems, build sustainable and continuous relationships with clients, show initiative and drive when dealing with client requests, and assist in developing marketing material and sales strategies.

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 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. 

Our commitment to Diversity and Inclusion:

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.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.

Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement.