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Client Manager Team Lead

Company: Fiserv
Location: Coral Springs
Posted on: July 12, 2021

Job Description:

What does a great Client Manager Team Lead do?

Provides support and guidance to assigned team and other SMB Client Management and Experience team members as they service clients with the goal of increasing overall client satisfaction and account penetration.  Works in collaboration with management to ensure team members are well equipped to respond to client inquiries.  Assists with resolving escalated customer service issues and timely responds to team questions.

Job Responsibilities:

  • Supports internal SMB Client Management and Experience teams by responding to questions, clarifying processes and guiding team members through the various resources available to ensure a consistent and high quality customer service experience for our merchants.
  • Resolves escalated customer service issues by taking “supervisor” calls and timely responding to merchant requests when asked.
  • Readily available to team members to clarify/reinforce processes and procedures.  Keeps abreast of all changes in order to be viewed as an operations subject matter expert.
  • Assists managers with daily reporting and administrative tasks.  Monitors queues and assigns calls/cases.
  • Coaches/advises team members on operational issues and reinforces department/company policies and procedures. Identifies performance deficiencies and reports issues to management.
  • Assists team members resolve complicated cases in order to ensure SLAs are met. Reviews pricing inquiries and recommends course of action.
  • Ensures team is apprised of process changes and new information.  Reviews department resources and documentation to verify accuracy.  Recommends alterations and enhancements.
  • Works in collaboration with management to ensure floor is adequately staffed and team members are adhering to defined work schedules and properly statused to respond to incoming calls as well as actively working assigned cases.
  • Performs CM duties when call/case volumes are high and participates in projects.
  • Other duties as assigned by management.

Basic Qualifications for Consideration:

  • 2 year degree or equivalent work experience and 2+ years experience in senior customer service role with a focus on sales, business development, or relationship management; payment processing experience

Preferred Skills, Experience, and Education:

  • 2 year degree or equivalent work experience and 2+ years experience in senior customer service role with a focus on sales, business development, or relationship management; payment processing experience
  • Prior experience resolving escalated customer service issues and responding to high net revenue clients where retention is a major focus.
  • Thorough understanding of SMB process and procedures
  • Prior leadership, multi-vertical expertise and monitoring workforce tools for a large group a plus.
  • Must be flexible and adaptable due to the ever changing needs of the organization
  • Strong organizational, communication and interpersonal skills
  • Analytical skills - understand industry metrics and trends
  • Effectively interact and communicate with varying internal departments
  • Knowledge of payment processing; Fiserv’s products, platforms, systems, and operational areas preferred
  • Department hours are Mon – Fri from 8 AM – 7 PM so you could be required to work a shift until 7 PM 

Fiserv is an Equal Opportunity Employer/Disability/Vet.

Keywords: Fiserv, Pompano Beach , Client Manager Team Lead, Other , Coral Springs, Florida

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