Client Engagement and Communication Specialist

Client Engagement And Communication Specialist

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.

At Fiserv, the Client Engagement and Communication Specialist plays a pivotal role by delivering timely, clear, and concise communications to Fiserv clients regarding production outages and service disruptions. This position involves monitoring incident dashboards, participating in incident response calls, and collaborating with associates and leadership at all levels to assess and fulfill client communication needs. The Specialist drafts and distributes client communications throughout the incident lifecycle and prepares comprehensive post-incident reports.

What you'll do :

• Serve as a primary point of contact during incidents by participating in bridge calls, assessing client impact, and delivering timely, accurate client communications.
• Ensure the accuracy, consistency, and timely distribution of all client communications related to incidents and service updates, including escalation as needed.
• Participate in a rotating 24x7 on-call schedule, providing critical support and response as required.
• Adhere to incident management processes, including completion of postmortems, client root cause analysis, and identification of process improvement opportunities.
• Assist with developing and maintaining client escalation playbooks, SWAT Incident Notification groups, and standard operating procedures.
• Collaborate with internal teams, including Enterprise Monitoring and business partners, to enhance client support models and best practices.
• Administer and maintain SharePoint sites and oversee client communication distribution processes.
• Track and report on key performance metrics related to client communications and incident management. Provide training and support to team members and stakeholders.

Experience you'll need to have :

Experience that would be great to have :

How you'll work :

Important information about this role :

Perks at Work :

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington. It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran. Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Apply using your legal name. Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

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.

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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