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 - Evening shift

　　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

　　Hours - Monday to Friday 12:30pm - 9:00pm

　　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:

　　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 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:

　　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 law enforcement.