Manager, Customer Service - Money Market

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Job Title

Manager, Customer Service - Money Market

About your role:

As the Customer Service Manager for Money Network Level 1 operations, you lead supervisors and front-line associates to deliver consistent quality, performance, and service excellence. You partner with workforce management, quality assurance, and cross-functional teams to optimize processes, staffing, and customer outcomes. Your leadership strengthens operational discipline, drives continuous improvement, and builds an engaged culture that meets Service Level Agreements (SLAs) and elevates Customer Satisfaction (CSAT).

What you'll do:

• Lead Money Network Level 1 production teams and provide day-to-day operational oversight to meet Service Level Agreements (SLAs) and quality targets.

• Coach, mentor, and develop supervisors, setting clear goals, providing regular feedback, and guiding career growth.

• Administer performance management processes, including evaluations, improvement plans, and corrective actions aligned to company policies.

• Maintain and update departmental procedures, standard work, and documentation to ensure compliance and audit readiness.

• Conduct regular quality reviews, analyze trends, and implement action plans to improve First Call Resolution (FCR), Customer Satisfaction (CSAT), and productivity.

• Plan workload distribution, forecast staffing with workforce management (WFM), and allocate resources to consistently achieve service levels.

• Participate in recruiting activities, interview candidates, and make hiring recommendations to build high-performing teams.

• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you'll need to have:

• 6+ years of experience in customer service operations leading Level 1 contact center teams in payments or financial services environments or equivalent combination of educational background, related experience and/or military experience.

• Experience managing and developing teams of supervisors and front-line associates.

• Experience delivering against SLAs, quality assurance metrics, and productivity goals using case management and workforce management (WFM) systems.

• Experience conducting quality audits and using data analysis to improve key performance indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).

• Experience using Microsoft Excel, PowerPoint, and Word to analyze volumes, forecast staffing, and report operational results.

Experience that would be great to have:

• Experience leading process improvement initiatives.

• Experience with change management to implement new workflows, technologies, or policies.

• Experience with workforce management or quality platforms (e.g., Verint, NICE) or similar systems.

• Bachelor's degree or higher in Business, Operations Management, or related field.

How you'll work:

• This role requires use of a computer and audio equipment.

• This role requires flexibility to work overtime, including weekends and holidays.

Travel: This role requires regular travel (10 - 25%).

Sponsorship:

You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Benefits at Fiserv:

• Fuel Your Life program to support your physical, financial, social, and emotional well-being.

• Paid holidays and generous time away policies.

• No-cost mental health support through Employee Assistance Programs.

• Living Proof program to recognize your peers' extra effort with points redeemable for rewards.

• Eight Employee Resource Groups to foster a collaborative culture and expand your network.

• Unparalleled professional growth with training, development, and internal mobility opportunities.

• Medical, dental, vision, life, and disability insurance options available from day one.

• Retirement planning and discounted shares with the Employee Stock Purchase Plan.

• Tuition assistance and reimbursement program.

• Paid parental, caregiver, and military leave.

Salary Range:

$67,500.00-$90,000.00

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:

• Apply using your legal name

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

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@ . 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.

Note to agencies:

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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