Director, Customer Service I

Director, Customer Service

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.

What does a successful Director, Customer Service do? At Fiserv, a successful Director, Customer Service will champion client experience by driving strategic initiatives across our bank partner and merchant services teams. Their role is integral in collaborating with Fiserv operational departments to implement innovative technology and tools, enhancing both client and agent experiences. They ensure operational excellence and a robust control environment, aligning with our mission to deliver exceptional financial services.

What you will do :

• Oversee the analysis and implementation of improvements driven by Voice of the Customer surveys and client feedback.
• Lead strategy initiatives focused on process enhancements by conducting comprehensive analyses of complaint data.
• Collaborate with call center technology teams to strategically enhance agent and user experiences leveraging Client 360, Inquiry Point, IVR, and AI technologies.
• Act as a strategic liaison for addressing internal and bank audits, SOC requests, and Business Contingency Plans.
• Ensure the effectiveness of internal process controls while identifying strategic opportunities for automation.
• Lead and oversee the successful execution of Card Brand Mandates with a focus on excellence.
• Conduct and supervise quarterly staffing analysis to align scheduling with coverage needs effectively.
• Provide strategic escalation support for bank account management partners to ensure seamless operations.

What you will need to have :

Important information about this role :

Perks at Work :

Salary Range : $91,500.00-$122,000.00 These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible. It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran. Thank you for considering employment with Fiserv. Please :

Our commitment to Equal Opportunity : Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv's Disability Accommodation Policy for additional information.

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