Customer Success Agent

6 months ago

Basildon, United Kingdom Fiserv, Inc. Full time

**Calling all innovators - find your future at Fiserv.**

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

**Job Title**

Customer Success Agent
- Job Description *

**Role Introduction**

It’s a fast paced inbound and outbound collections contact centre specialising in overdue credit card payments
- A front-line customer telephony role where you’ll be helping our financial services’ customers when spoken to for support
- A blended role with a combination of inbound and outbound work via a dialer
- Going beyond our client’s customers’ expectations as well as achieving and exceeding key performance indicators

**Responsibilities**
- Handling inbound and outbound calls, providing a brilliant customer service on behalf of our clients.
- By earning the clients trust every day, you will understand the customers’ needs and provide account management solutions to customers, wishing to change their contact and payment details.
- Inspire and achieve excellence in providing support to customers during the journey of their accounts. From the opening of the account all the way through to the closure.
- Completing payment solutions which may include the handling of debit card payments
- You will create with purpose by using problem solving skills, to find a positive outcome to any situation that may arise for a customer.
- Work in a FCA (Financial Conduct Authority) regulated environment, maintaining the client and Fiserv expectations and delivering on the promise of one Fiserv.

**What we’re looking for**
- Computer literate
- Thrive on alternative working hours
- Customer experience skills with the ability to handle complex queries competently.
- Confident telephone manner demonstrating empathy for customers in challenging situations.
- Organizational skills ensuring you can work across multiple systems whilst communicating with customers.
- Ability to problem solve in difficult situations to resolve complaints and find an appropriate solution with customers.
- Drive to exceed performance metrics, including quality and handling times, promise rates and bet promoter scores.
- High level of attention to detail, adhering to the client’s processes and terms and conditions.
- Good resilience to increased demand and changes in process.
- Resilience to increased demand and changes in process.

**What we offer**
- Hybrid working - 1in 4 weeks are office based, remaining 3 weeks are remote
- 23 days annual leave, which increases with length of service, plus eight bank holidays
- Enhanced maternity, paternity, and adoption leave
- Healthcare enrolment
- Life Insurance - 4x basic annual salary
- Unlimited career development opportunities
- Service & recognition awards
- Company laptop

Thank you for considering employment with Fiserv. Please:

- Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

**What you should know about us**:
Fiserv is a global fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries. As a FORTUNE 500 company, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to excellence and purposeful innovation.

**Our commitment to Diversity and Inclusion**:
**Warning about fake job posts**:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement.

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