Supervisor, Customer Service- 2nd Shift
Location:
Phoenix , Arizona
Posted:
September 20, 2016
Reference:
R-10072408
Position Description

If you’re a mobile banking user or pay your bills online- if you interact with a financial institution at all- chances are you’re more familiar with Fiserv than you realize. Fiserv is helping its clients push the boundaries of what’s possible in financial services, delivering deep expertise and innovative solutions to help financial institutions, businesses and consumers move and manage money faster and with greater ease than ever before.

As a global leader in financial services technology, Fiserv is driving innovation and changing the way financial services are delivered to businesses and consumers. Our Contact Centers are state-of-the-art and home to over 900 associates providing front-line support for bank and biller clients and their customers who use our bill payment products and card services. The work is geographically dispersed across three locations (Dublin, Ohio, Phoenix, Arizona and Hickory, North Carolina) which receive approximately 1 million contacts/work items per month for three distinct business units within Fiserv (E-Payments, Card Services and Biller Solutions).

The 2013 Call Center Excellence Awards - Finalist: Greatest Job Creating a Culture that Inspires World-Class Excellence

This position will be responsible for administering the policies of the company and ensuring customer service is provided by associates in a way that it will meet expectations. The Supervisor, Customer Operations will administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action. They will perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance. The Supervisor will lead workflow distribution and floor management to ensure service levels are consistently met and resolve complex escalated client concerns and disputes. They will also recruit by interviewing and making effective hiring recommendations and develop and implement process improvements, and effectively manage change to ensure departmental objectives are met.

Qualifications: 

  • Bachelor’s degree or equivalent experience
  • Minimum of two years of back office experience working credit and debit card disputes and chargebacks and one year of supervisory or leadership experience required.
  • Proficiency with Windows, MS Office Suite, and Internet Explorer required
  • Strong demonstrated communication, time management, and problem solving skills
  • Demonstrated expertise with call center applications

Fiserv offers an exceptional benefits program and a highly competitive compensation package.  Fiserv is an Equal Opportunity and Affirmative Action Employer.


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