Job Details
**Client Support Specialist**
You deserve to do what you love, and love what you do a career that works as hard for you as you do. At Fiserv, we are 44,000, #FISVProud innovators, delivering superior value for our clients through leading technology, targeted innovation and excellence in everything we do. You have choices if you strive to be a part of a team driven to create with purpose, now is your chance to Find your Forward with Fiserv. Apply today to join a company named a FORTUNE World's Most Admired Companies for the eighth consecutive year.
**Success Profile**
* Collaborative 9
* Courageous 7
* Innovative 10
* Strategic 8
* Trustworthy 9
* Enthusiastic 7
10
* Motivational
* Socially Conscious
* Results Driven
* Productive
* Communicator
* Focused
* Achiever
* Problem-solver
**Benefits**
* **Medical, Vision and Dental Benefits**
Comprehensive benefit plans to suit your unique needs
* **Fuel Your Life Wellness Program**
Resources to elevate your well-being
* **401(k) and Employee Stock Purchase Plans**
When Fiserv performs well, so does your financial health
* **Employee Resource Groups**
Celebrating inclusion in the workplace
* **Paid Time Away**
Providing the time off to manage personal needs
**Associate Experience: Hear from Veterans of the Armed Services**
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**Associate Experience: Hear from Veterans of the Armed Services**
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**Responsibilities**
**Requisition ID** R-10252885 **Date posted** 01/23/2022 **City** Short Hills **State/Region** New Jersey **Country** United States **Additional Locations** Alpharetta, Georgia; Frisco, Texas; Lincoln, Nebraska; Remote, Alabama; Remote, Alaska; Remote, Arizona; Remote, Arkansas; Remote, California; Remote, Connecticut; Remote, Delaware; Remote, District of Columbia; Remote, Florida; Remote, Georgia; Remote, Hawaii; Remote, Idaho; Remote, Illinois; Remote, Indiana; Remote, Iowa; Remote, Kansas; Remote, Kentucky; Remote, Louisiana; Remote, Maine; Remote, Maryland; Remote, Massachusetts; Remote, Michigan; Remote, Minnesota; Remote, Mississippi; Remote, Missouri; Remote, Montana; Remote, Nebraska; Remote, Nevada; Remote, New Hampshire; Remote, New Jersey; Remote, New Mexico; Remote, New York; Remote, North Carolina; Remote, North Dakota; Remote, Ohio; Remote, Oklahoma; Remote, Oregon; Remote, Pennsylvania; Remote, Puerto Rico; Remote, Rhode Island; Remote, South Carolina; Remote, South Dakota; Remote, Tennessee; Remote, Texas; Remote, Utah; Remote, Vermont; Remote, Virginia; Remote, Washington; Remote, West Virginia; Remote, Wisconsin; Remote, Wyoming
Support Fiservs Mortgage Technology customers by quickly resolving Client Support requests in a timely manner to ensure all of the Business Units objectives and SLAs are met.
Build solid relationships as well as the trust of our #1 asset, our clients.
Directly influence the success of our clients as well as the success of our product.
As a Client Support Specialist you can look forward to:
Leading account management of up to 25 clients.
Providing support for Mortgage Directors enterprise - Loan Origination Software and responds to software support inquiries.
Troubleshooting software issues observed by Clients, providing guidance on configuration and customization of the software, duplicating and documenting software defects, reviewing and interpreting error logs, assisting field employees, and contributing to project implementation tasks when assigned.
Working closely with other team members and also interacts with the development and QA teams.
Conducting regular meetings with all clients and reports, researches and documents reported cases/issues to resolution.
Coordinating resolution efforts between other departments and escalation points.
Providing Weekly Case Summary Report and meeting agenda prior to account meetings.
Documenting Business Requirements (BRD) for assigned cases.
Completing regular maintenance review of outstanding team cases and seek resolution
Completing BRD and PRD requirements for Development defects as determined by level of expertise
Drafting and supporting departmental processes to increase the overall performance and efficiency of the Support Department
Assisting with managing Professional Services requests by properly documenting Client request, facilitating estimates and coordinating delivery
Managing accounts of up to (25) Bank, Credit Unions or Mortgage Company Clients
Maintaining/developing strong relationships with Customers to understand new/additional Mortgage Director services that can be offered
Responding and resolving Client Support requests in a timely manner and ensure all Mortgage Director SLA objectives are met
Maintaining acceptable levels of competency with Mortgage Directors product suite and services to ensure understand and practical knowledge of use by Administrators to maximize the effectiveness of Mortgage Directors resources available to them
Maintaining and demonstrating acceptable levels of competency and understand of the User experience and workflow requirements for all job functions
Must have working knowledge of outstanding support cases for Clients and ensure that the appropriate resources are utilized for resolutions
Ensuring cases are properly documented and follow up/through is completed for identified On-Site visit priorities and Client objectives
Tracking and managing Client communication within Mortgage Directors CRM
Ensuring Mortgage Directors CRM account and contact records are properly maintained with updated information
Ensuring all business and technical requirements are properly documented daily within Mortgage Directors CRM tool
Providing assistance during QA testing phase of major releases. This includes completing Functional Testing on identified cases, as well as Regression Testing using assigned scripts
Completing Business Requirement Documents (BRD) as needed and/or assigned
Tracking and managing billable support services provided within Mortgage Directors CRM
Collaborating with case owner(s) or Mortgage Directors Professional Services contact to document requirements for existing and new Custom development requirements
Providing continuing training for Client Administrators as it relates to new or updated feature/functionality
Providing Client training and coaching on