Fiserv Service Executive in Kansas City, Kansas
Must have experience with the Omaha Platform (now Optis)
Service Executive Job Description
The Service Executive within Card Services is responsible for supporting the execution of initiatives and the overall operational satisfaction of Fiserv Card Services’ clients. These clients consist of mid to large financial institutions and organizations that partner with Fiserv to sell our products and services to financial institutions. The Service Executive role provides a more in-depth level of support to our clients in areas including ATM driving, debit, credit and transaction processing. The role alleviates responsibilities often associated with Client Executive, thus freeing the Client Executive for other strategic functions and additional sales opportunities. Each Service Executive is responsible for understanding the nuances associated with the product/services and for providing a high level of support to each assigned client. The Service Executive interacts with client contacts, account management team and other Fiserv Business units and departments.
The position can be performed from a remote location or may also be filled in one of the main Fiserv facilities. Depending on the client’s location, the candidate may be required to work extended hours in order to support clients.
Responsible for maintaining the primary Fiserv relationship in client's project management and operational areas
Participate with Client Executive and client on operational strategy
Schedule and facilitate client calls with other Fiserv departments and divisions as needed to review Change Requests CRs, projects and open issues
Attend Project Review meetings with client to update internal groups on client projects
Create, submit, and track Project Service Requests (SR) & Engagement Requests
Attend scheduled calls with Service Delivery and client to follow up on any escalations or scope changes on a as needed basis
Create, submit and track Development Requests
Participate/schedule/facilitate Post Mortem (internal) meetings
Project Coordination (AP releases, Project Implementation) - work with other Fiserv staff on execution of releases, projects etc. Ensure that projects are completed within contractual SLA's
Serve as main internal liaison to internal Fiserv teams including Business Partners
Ensure that client requests for additional services are addressed
Escalation point on issues (first line escalation remains Client Services)
Promote and maintain positive client relations
Basic Qualifications for Consideration :
Credit and Debit knowledge required
Debit issuing/acquiring, Credit issuance and Financial Institution knowledge preferred
Advanced analytical skills required
Excellent verbal and written communication skills
Excellent organizational skills
Advanced PC skills (MS Teams, Outlook, Excel, Word)
Professional appearance and ability to travel upon request
Bachelor’s degree in business and 2 to 4 years’ experience as an Account/Client Executive or National Client Service Representative preferred
Travel required : 10 - 15%
The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to:
Stand or sit for several consecutive hours;
Talk, hear, and use hands and fingers to operate a computer keyboard, dial a telephone and manipulate a mobile telephone during travel;
Reach, stoop and kneel;
Be physically able to install, troubleshoot and maintain computer, phone and other office equipment;
Complete reasonable janitorial functions to maintain a healthy home office space.
Specific vision abilities required by this job include close vision requirements due to computer work and distance vision abilities sufficient to operate a motor vehicle with or without correction
Ability to sit at a computer terminal for an extended period.
Light to moderate lifting is required (i.e. office supplies, computer monitors, shredders, personal luggage etc.)
Moderate noise toleration (i.e. multiple voice conversations, printer, telephone, mobile phone alerts)
Ability to tolerate the stress of overnight or extended day traveling including walking extended (up to 1 mile) distances and management (to include carrying/loading/unloading) of personal luggage
Regular, predictable attendance to ensure continuity of business commitments
Ability to withstand occasional extended work days, including night and weekend hours as business demands dictate.
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Home Office space must be separate from common areas of the home;
Office space must be contained in a permanent structure with a physical address;
Noises not affiliated with an office environment must be controlled;
Access to home office must be reasonably controlled to prevent damage to equipment or access to sensitive data.
LeadingForward Capabilities Preferred
Client Excellence with One Fiserv Mind-Set: Understands our clients’ business challenges and seeks opportunities to identify Fiserv solutions that meet their needs and further build their trust. Stays current on Fiserv products and services.
Market Insight: Understands what is important to our clients and their customers. Knows general marketplace basics and immediate operating context.
Learning Agility: Adjusts quickly to changing work priorities, while maintaining a positive attitude. Approaches new opportunities as a chance to learn and grow. Applies new learning and creative thinking to improve results.
Courageous Leadership: Actively and respectfully engages with others in discussions on difficult topics. Understands and acts in line with our Fiserv Values. States opinions in an open and straightforward manner. Is not afraid to challenge the status quo.
Fiserv is an Equal Opportunity Employer/Disability/Vet.