Account Manager

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

The Account Manager has enterprise-wide responsibility for ensuring quality delivery and maintenance support of all products and services to assigned clients. They are responsible for managing and developing operational relationships for their assigned clients, taking primary responsibility for driving client satisfaction with service delivery. They serve as primary contact to direct resources and activities within the Fiserv organizations as it relates to client operational issues. This role increases client satisfaction, revenue growth due to sales opportunities and new client potential based on positive client references.

About our Business:

Our Bank Solutions team delivers technology products and services for community, regional and large financial institutions, whether they process in-house or through an outsourced service center. This group is responsible for product management and development, service delivery and client support related to the Fiserv platforms. These platforms help clients improve customer service and streamline back-office operations by providing mission-critical banking functionality while also serving as a delivery channel for an array of other advanced, value-adding Fiserv solutions.

JOB PURPOSE:

The Account Manager has enterprise-wide responsibility for ensuring quality delivery and maintenance support of all products and services to assigned clients. They are responsible for managing and developing operational relationships for their assigned clients, taking primary responsibility for driving client satisfaction with service delivery. They serve as primary contact to direct resources and activities within the Fiserv organizations as it relates to client operational issues. The Account Manager works with the Relationship Managers to live the Fiserv Values through every aspect of our interaction internally and externally. Proper execution by an Account Manager results in increased client satisfaction, revenue growth due to sales opportunities and new client potential based on positive client references.

KEY ACCOUNTABILITIES:

Timely and accurate implementation of client projects

Enhanced client relationships / client retention

Meet or exceed targeted goal of client satisfaction

Enterprise Problem prevention and resolution

RESPONSIBILITIES / ACTIVITIES:

The Account Manager has enterprise wide accountability for ensuring quality delivery of products and services for their assigned clients

Provides oversight, proactive planning and is aligned closely with Fiserv conversions, implementations, development, product management and client services

Work closely with the Relationship Manager in Account Planning

Develops and manages operational and technical relationships through in-person visits and phone calls to help carry out their account plan

Acts as the primary point of contact for issue resolution and escalation

Ensures metrics are met or exceeded; drives Client satisfaction through gathering and disseminating feedback to drive performance improvements

Tasked with understanding their client’s environment to ensure full utilization of our solutions for maximum benefit

Provides various levels of reporting on accomplishments and in-process activities

Analyze Client Surveys with the Relationship Manager to identify areas for improvement and development of action plans

• 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.

KEY COMPETENCIES:

Excellent Interpersonal skills

Customer Orientation

Results Orientation

Written and Verbal Communication

High Standards

Initiative / Decision Making

Teamwork / Collaboration

Analytic Thinking

Fiserv Knowledge

Financial Banking Expertise

Business Understanding

Negotiation/Collaboration skills

BASIC QUALIFICATIONS:

Bachelor’s degree; or 5 years similar work experience with emphasis on banking/financial technology or the financial industry.

JOB RELATED EXPERIENCE:

Five or more years’ experience in the banking (or related) industry

Three more years’ experience in customer service

PREFERRED QUALIFICATIONS:

Project Management experience

Knowledge of Fiserv systems

SKILLS, KNOWLEDGE, AND ABILITIES:

Customer Service and Conflict Management skills

Ability to identify needs, formulate a plan, and execute plan through resolution

Strong PC skills, particularly with MS Office applications

Strong written/verbal communication skills

Solid administrative skills, such as planning, organizing, and time management

Business Acumen

Seasoned individual who can manage complex accounts (interaction with specialized areas involving a large number of client contacts, oversight of the implementation and support of sophisticated solution sets, dynamic relationships, communication around technical and vast infrastructure, use of project governance, etc.)

Requires management and leadership skills with the ability to operate at an executive and tactical level using both sophisticated written and verbal communication skills

Ability to simultaneously manage complex situations

Ability to deal with high stress situations

Requires an in-depth knowledge of Fiserv business units, resources, process, etc.

TRAVEL REQUIREMENTS:

10% - 20%

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Maryland, New York or Washington.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• 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 leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune® magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.

Our commitment to Diversity and Inclusion:

Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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.

Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.

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 FBI field office or to the FBI’s Internet Crime Complaint Center.