Customer Success Agent - Evening Shift

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

What does a successful Collections Customer Service Representative do?

At Fiserv, a Collections Customer Service Representative is a key player in our commitment to supporting our clients' financial services customers. You will provide exceptional telephonic service, engage with customers efficiently, and help resolve overdue credit card payments, embodying our client-centric approach. Your role is pivotal to upholding our mission of delivering excellence and inspiring trust.

Hours: Monday to Friday - 12:30 to 21:00

What you will do:

• Handle inbound and outbound calls, providing brilliant customer service on behalf of our clients.
• Understand customer needs and provide account management solutions, processing changes to contact and payment details.
• Support customers throughout their account's lifecycle—from opening to closure.
• Complete payment solutions, including debit card handling.
• Solve problems and find positive outcomes for any customer-related issues.
• Operate within an FCA-regulated environment, aligning with Fiserv's expectations and client requirements.

What you will need to have:

• Proficiency in computer usage.
• Ability to thrive on flexible working hours.
• Customer experience skills to handle complex queries competently.
• Confident, empathetic telephone manner for challenging situations.
• Strong organizational skills to manage multiple systems while communicating effectively.
• Problem-solving skills to resolve complaints and find appropriate solutions.
• Drive to exceed performance metrics like quality, handling times, promise rates, and promoter scores.
• High attention to detail, adhering to processes and terms and conditions.
• Resilience to increased demand and changes.

What would be great to have:

• Previous experience in a collections or customer service role.
• Familiarity with FCA regulations.
• Ability to work in a fast-paced and dynamic environment.
• Excellent communication and interpersonal skills.
• Experience with handling financial transactions.

Perks at work: We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one. Maintain a healthy work-life balance with paid holidays, including Unlimited Recharge & Refuel for qualifying associates, and free counselling through our EAP. Plan for your future with competitive salaries and our Employee Stock Purchase Plan. Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards. Prioritize your health with a variety of medical, dental, life and insurance options and a range of well-being resources through our Fuel Your Life program. Advance your career with training, development, certification, and internal mobility opportunities. Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.

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).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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 Fiserv email address.