Enterprise Client Advocate

What does a great Enterprise Client Advocate do?
The Enterprise Client Advocate serves as the pan-Fiserv client advocate to select strategic clients. The Enterprise Client Advocate has enterprise-wide responsibility for ensuring the highest quality service delivery and execution of projects across all products and services for 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 for all the Fiserv products implemented. They serve as primary contact to direct resources and activities within the Fiserv organizations as it relates to client operational issues. The Enterprise Client Advocate lives the Fiserv Values through every aspect of our interaction internally and externally. Proper execution by an Enterprise Client Advocate results in increased client satisfaction, and new client potential based on positive client references. The position will be responsible for advancing the knowledge, utilization and satisfaction of Fiserv products and services for an assigned portfolio of clients.

As an Enterprise Client Advocate, you will:

• Have enterprise-wide accountability for ensuring the highest quality delivery of products and services for assigned clients.

• Must quickly and effectively navigate the Fiserv organization to ensure that the right stakeholders are involved in the client solutions.

• Be empowered to reach across Fiserv to drive Operational and Technical Results

• Deliver from standard set of tools and operational dashboard customized to address the client’s priorities.

• Develop trusted advisor relationships with client key staff

• Work closely with the Client Partner (Account Management) and Service delivery team members from the various business units that are engaged with the client

• Develop and manage operational and technical client relationships via engagement with the client and support to execute their account plan

• Acts as the primary point of contact for issue resolution and escalation pan-Fiserv.

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

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

• Analyze Client Surveys with the Client Partner to identify areas pan-Fiserv for improvement and development of action plans

• Demonstrate expertise in crisis management situations, using Fiserv knowledge to reach a positive conclusion to these concerns

• Assume a leadership role in addressing client concerns. Has the ability to see the big picture in working through these events while still understanding the responsibility to support your clients

Basic Qualifications for Consideration:

• 5 years of experience in customer service or client facing role in the financial services industry supporting enterprise solutions is required

• 5 years of working experience that demonstrates competencies in the following areas is required:

• Business Acumen
• Customer Service Orientation
• Effective written and verbal Communication
• Quality Results Orientation
• Initiative / Decision Making
• Teamwork / Collaboration
• Analytical Thinking
• Continual Learning

• Demonstrated ability to cultivate relationships and work collaboratively and cross functionally with all levels of staff

• High School Diploma or equivalent

Preferred Skills, Experience, and Education:

• Strong understanding of Fiserv products and services

• Financial Services / Banking Industry experience

• Project Management experience

• Program Management experience

• Bachelor's degree

Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today.

We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Explore the possibilities of a career with Fiserv and Find Your Forward with us!