Client Service Partner

$80K
Posted on 10/11/17 by Karin Harrison
Brookfield, WI
5 - 7 years experience
Software
$80K
Posted on 10/11/17 Karin Harrison

Job ID R-10083137Date posted 09/08/2017City BrookfieldState/Region WisconsinCountry United States

JOB PURPOSE:

The Client Services Partner has enterprise-wide responsibility for ensuring quality delivery and maintenance support of all products and services to assigned clients. They are responsible for managing and developing operational relationships for their assigned clients; taking primary responsibility for driving client satisfaction with service delivery. They serve as primary contact to direct resources and activities within the Fiserv organizations as it relates to client operational issues. Proper execution by a Client Services Partner results in increased client satisfaction, revenue growth due to sales opportunities and new client potential based on positive client references.

KEY ACCOUNTABILITIES: 

  • Timely and accurate implementation of client projects
  • Enhanced client relationships / client retention
  • Meet or exceed targeted goal of client satisfaction
  • Enterprise Problem prevention and resolution

RESPONSIBILITIES / ACTIVITIES:  

  • The Client Services Partner has enterprise wide accountability for ensuring quality delivery of products and services for their assigned clients
  • Provides oversight, proactive planning and is aligned closely with Fiserv conversions, implementations, development, product management and client services
  • Develops and manages operational and technical relationships through in-person visits and phone calls to help carry out their account plan
  • Acts as the primary point of contact for issue resolution and escalation
  • Ensures metrics are met or exceeded; drives Client satisfaction through gathering and disseminating feedback to drive performance improvements
  • Tasked with understanding their client’s environment to ensure full utilization of our solutions for maximum benefit
  • Provides various levels of reporting on accomplishments and in-process activities
  • Analyze Client Surveys with the Client Partner to identify areas for improvement and development of action plans

*The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.

BASIC QUALIFICATIONS:

  • Bachelor’s degree; or 5+ years similar work experience with emphasis on banking/financialtechnology or the financial industry.

JOB RELATED EXPERIENCE:

  • Five or more years’ experience in the banking (or related) industry
  • Five or more years’ experience in customer service

PREFERRED QUALIFICATIONS:

  • Project Management experience
  • Knowledge of Fiserv systems

SKILLS, KNOWLEDGE, AND ABILITIES:

  • Customer Service and Conflict Management skills
  • Ability to identify needs, formulate a plan, and execute plan through resolution
  • Strong PC skills, particularly with MS Office applications
  • Strong written/verbal communication skills
  • Solid administrative skills, such as planning, organizing, and time management
  • Business Acumen
  • Seasoned individual who can manage complex accounts (interaction with specialized areas involving a large number of client contacts, oversight of the implementation and support of sophisticated solution sets, dynamic relationships, communication around technical and vast infrastructure, use of project governance, etc.)
  • Requires management and leadership skills with the ability to operate at an executive and tactical level using both sophisticated written and verbal communication skills
  • Ability to simultaneously manage complex situations
  • Ability to deal with high stress situations
  • Requires an in-depth knowledge of Fiserv business units, resources, process, etc.

TRAVEL REQUIREMENTS:

  • 10% - 20%

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