Sr Client Service Analyst
Position\: Sr Client Service Analyst
Location Atlanta HQ 400/285
Position Description Overview
Works with top tier accounts with multi product platforms/environments. Works on complex tasks, issues and environments. May have international clients. Work is broad in nature, usually requiring ingenuity and/or intuitive knowledge. Decisions have a considerable impact on the end results of the business unit.
- Assist internal and external clients with daily operations as they pertain to Fiserv, providing consultative servicing and issue resolution in order to meet client and Fiserv objectives. Works with management to create an environment that promotes teamwork and cross functional partnerships at all levels. Should have a thorough understanding of Fiserv's strategic goals and align priorities accordingly. Controls liability exposure, interprets and communicates industry standards, updates internal systems, communicates enhancements with expertise in product specific transactions, screens and reports and ensures client satisfaction.
- Has full product service issue accountability, including incident reporting, communication center notification, Service Center work item records, adhering to client service level agreements, monitoring liability and escalation to management as appropriate. First point of escalation and is expected to assist with mediation of issues between clients and less tenured analysts, while displaying a mature attitude. Effectively communicates, both verbal and written, to internal and external clients.
Scope of Job
May lead team of Client Service Analysts. Trains, develops and guides analysts. Provides coaching/counseling. Assists with prioritization. Participates in interviewing, workflow and assignment issues.