Process Relations Manager

What You Will Do

• Serve as a client advocate, supporting the client in day-to-day operational activities and medium to large strategic projects.
• Develop a trusted advisor relationship with internal and external stakeholders as well as executive sponsors.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Measure and track key account service metrics, identifying improvement opportunities, as well as referring new products and services to enrich the client experience.
• Work on critical initiatives including, but not limited to, external projects, incident response, process improvement, employee training, developing and maintaining standard operating procedures.
• Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.
• Maintain accurate documentation of the client architecture and processing environment, product matrix, and custom processes by utilizing appropriate systems and tools to track client interactions.
• Create and submit service requests for all projects inclusive in the Client master agreement.
• Facilitate the client communication and delivery process as it relates to applicable releases, regulatory changes, product/platform upgrades, fee revisions and system enhancements.
• Participate in and lead customer business reviews and/or creating client operational performance reviews Builds and maintains strong, long-lasting customer relationships with assigned clients.
• Responsible for delighting the client and delivering exceptional client service on a day-to-day basis.
• Acting as a liaison between client and Fiserv Card Services departments, as well as CORES, Surrounds and Partnering Vendors.
• Participate in and support company-wide initiatives including continuous operational improvement to heighten service, reduce costs, and strive for excellence.
• Project management for Fiserv or Reseller or Global initiatives stemming 3-12 months.
• Hold weekly service calls to track key performance indicators to review open items and initiatives.
• Maintain Service level of 95% for phone and systematic inquiries with a 2 business day turn-around on service resolutions.
• Manage multi-client inquiries, reviews and identify patterns, escalate.
• Meet or exceed corporate guidelines on service levels.
• Create and/or maintain knowledge to facilitate AI learning to improve and enhance self-service capabilities.
• Partner with Sales Team, consulting on new products and services.
• Maintain high customers service scores.
• Identify opportunities and submit referrals or service requests based on existing contracts to enhance client experience and corporate revenue.
• Execute parameter changes, small maintenance projects to enhance the client experience.
• Act as mentor and trainer for Community, Regional and Key associates.
• On call for client incident management.
• Participate in both client on and off-site meetings (via teams or in person as requested).
• Participate in local, regional and national user groups as requested.
• The previous 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.
• What you need to have : 4 year college degree or equivalent work experience Previous role(s) in Account Management, Service Management or Financial Operations Must have strong written and verbal communication skills with the ability to work with and communicate at all levels of the organization.
• Must be a listener, a presenter, and a people person.
• Must have the ability to work in a fast-paced work environment, multi-task, have strong organizational skills and act as a business owner.
• Make independent decisions, exercise good judgment and manage complex issues Possess a positive attitude while operating under pressure and be an independent problem-solver.
• May be required to train others (client and internal staff) in area of technical expertise.
• While this position has no direct reports, it does require interaction with other staff members to ensure client satisfaction.
• Must be able to manage multiple clients concurrently and act urgently to meet deadlines Strong collaboration skills to work to get the job done Will be required to work outside of standard business hours as needed Proficiency in working with the Microsoft suite What would be great to have: Preferred industry experience in credit/debit, issuing, installment lending, ATM or financial institution experience.
• Preferred familiarity with Fiserv Debit and Credit Processing Platforms, STAR, ATMs, and related products.
• Travel Required: Up to 25% domestic travel.
• Salary Range $78,000.00 - $124,800.00 These pay ranges apply to employees in New Jersey and New York.
• Pay ranges for employees in other states may differ.
• It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
• This position is not eligible for an annual incentive opportunity and is also not eligible to earn commissions.
• 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
• 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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