Supervisor Customer Service-Front Office (must be available for any shift) Dublin, OH

About the Business:

If you re an online or 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.

Electronic Payments provides solutions for electronic billing and payments, online funds transfer, person-to-person payments and personal financial account aggregation services to the financial services industry. Our award-winning solutions are developed based on extensive user testing and are offered in multiple delivery models to serve more than 3,500 financial institutions from community banks to credit unions to the largest U. S. banks. The Electronic Payments Customer Solutions team is focused on providing consumer service for the products Fiserv offers to the financial services industry.

About the job:

As a Customer Operations Supervisor, you will be responsible for the following:

• Administering the policies of the company and ensuring customer service is provided by associates in a way that it will meet expectations.
• Administering performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action.
• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance.
• Lead workflow distribution and floor management to ensure service levels are consistently met and resolve complex escalated client concerns and disputes.
• Recruit by interviewing and making effective hiring recommendations and develop and implement process improvements.
• Effectively manage change to ensure departmental objectives are met.

Required Qualifications:

Education: Bachelor s Degree or equivalent experience is required

Job Related Experience:

• 2 years of experience in a call center or operations support environment
• 1 year of supervisory or leadership experience required
• 1 year of banking or bill payment experience preferred.
• Strong familiarity with call center or operations support management hardware/software
• Knowledge of customer service techniques and standards, collections strategy
• Supervisory/Management experience required
• Card Services experience required

Additional Skills and Knowledge:

• Working knowledge of MS Office (Word, Excel, PowerPoint, Access), Internet Explorer, and Outlook
• Strong verbal and written communication skills
• Effective public presentation skills
• Diligent Time Management and analytical skills
• Process and detail oriented

Travel Required:

• 10%