Client Service Executive - Prepaid
Position\: Director Product Management
Location\: Atlanta, GA
Job Responsibilities -
- In the role of a trusted advisor, assures client satisfaction by maintaining overall quality of multiple products and services for clients. Minimizes losses as well as partners with Fiserv Business Leaders regarding overall relationship management. Serves as focal point for both external and internal customers. Maintains strong working relationships with business leaders throughout the organization. Responsible for day-to-day service issues, including ownership of the overall issue resolution process and associated internal/external communication; provides executive level reporting on Fiserv performance; implements additional products and services which maximize both client and Fiserv profitability; develops client solutions to market challenges; oversees daily operations for all client specific activities and services; breaks down barriers when necessary to assure quality products and services are provided; and institutes remedial actions when appropriate to control and eliminate Fiserv and client liability.
- This includes monitoring and consolidating service level requirements to ensure compliance with Client specific Service Level Agreements (SLA’s). Communicate SLA performance levels to Clients. Maintains accurate and up to date documentation of the client architecture and processing environment, product matrix, and custom processes by utilizing appropriate systems and tools to track client interactions. Functions as the overall Project Manager for Internal Strategic and Client specific projects and initiatives. Facilitates the Client training process as it relates to platform applications, association releases and product functionality. May facilitate the Client communication and delivery process as it relates to association releases, regulatory changes, product/platform upgrades, fee revisions and system enhancements. Participates in business reviews and/or creating client operational performance reviews. Other duties as required and directed by management.
Scope of Job
Works on highly complex, issues and high profile clients with a high breadth of responsibility. Work is broad in nature, requiring originality or ingenuity. Decisions have a major impact on the end results of the business unit.