Client Support Analyst II

Fiserv

(King of Prussia, Pennsylvania)
Full Time Evenings Travel Required
Job Posting Details
About Fiserv
Fiserv is a global financial services technology provider with more than 13,000 clients and 21,000 associates worldwide. Each member of the Fiserv community helps our 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.
Summary
In this position, you will work in a fast paced environment and interface directly with system administrators and business decision makers. You will be the “Face of Fiserv” in supporting and providing analysis to our clients, who include some of the largest lenders in the United States. In this hands-on role, you will help Fiserv deliver the next generation lending experience for our clients. This role specifically supports Fiserv’s Enterprise Origination, Accounting and Servicing products. Must be legally eligible to work in the United States. Visa sponsorship will not be provided for this position. This position can work in the King of Prussia, PA or Lake Mary, FL location. The position requires scheduling flexibility including a rotating evening shift.
Responsibilities
1. Provide business and some technical support to address client questions on functionality and usage of the suite of products. 2. Analyze, troubleshoot and resolve reported problems, which may involve replication and testing efforts to resolve. 3. Conduct system evaluations to determine client workflows, documents and procedures to verify proper product usage. 4. Effectively interact and communicate with others in the organization the nature of the client’s issue/problem. 5. Propose products/solutions to clients to enhance clients’ system productivity. 6. Provide advice or analysis that may influence the outcome of resource allocation or disposition. 7. Monitor open cases to ensure resolution per the established Service Level Agreement (SLA). 8. Monitor technical support issues to ensure timely and accurate resolution. 9. Maintain accurate and thorough records in the Facets system. 10. Performs other duties as required 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.
Ideal Candidate
* Bachelor’s degree or equivalent relevant experience **Job Related Experience:** * Minimum 2 years customer service and/or client support experience * Minimum 1 year of Loan Origination experience preferred * Technical support experience is a plus **Additional Skills/Knowledge:** * Adept at problem solving by researching and analyzing information before recommending/selecting an appropriate solution. * Ability to read, understand and interpret complex business or technical subjects; must be able to discuss or explain this data with others, either internal or external to Fiserv * Ability to receive responsibilities and objectives assigned with some latitude for setting priorities and decision-making within established policies and procedures. * Excellent presentation skills in addition to oral, written and communication skills. * Ability to determine problems sources, suggest innovations and meet deadlines. * Basic understanding of finance and/or accounting concepts * Ability to perform “soft” sales to existing client base through day-to-day contact. * Working knowledge of Microsoft Office products.

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