Client Operations Support - Sr Professional - Call Center Insights

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

Client Operations Support - Sr Professional - Call Center Insights

About your role:

At Fiserv, you will join a team focused on delivering measurable customer experience improvements for our clients and their customers. The Client Care Organization (CCO) seeks a Customer Experience Analyst to implement CX strategies, run regular interaction and data analyses, and translate findings into actionable recommendations that support departmental goals.

What you'll do:

* Execute customer experience (CX) strategies and perform detailed analyses to track performance against departmental objectives.

* Write and optimize SQL queries and use analytical tools to generate insights from interaction and operational datasets.

* Create, build and refine call categories ensuring consistent accurate and relevant results

* Prepare and present findings to internal stakeholders and external clients, representing the Client Care Organization on calls and in meetings.

* Drive organizational change by leading medium- to long-term initiatives and guiding small project teams to deliver against initiative goals.

* Produce documentation, communications, and executive-ready presentations that meet corporate and department performance metrics.

* Manage multiple concurrent projects and maintain project plans while fostering cross-functional relationships across business units.

* Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you'll need to have:

* Experience in Verint interaction analytics and workforce engagement for CX measurement and reporting.

* Advanced experience in Microsoft Excel including VLOOKUP, Power Query, Pivot Tables, and advanced formulas for dataset analysis.

* Experience in Microsoft PowerPoint for preparing executive-level presentations and client-facing slide decks.

* Experience in CRM or support platforms (e.g., Salesforce Service Cloud, Zendesk)

* Bachelor's degree or 4+ years of equivalent combination of educational background, related experience, and/or military experience.

Experience that would be great to have:

* Experience in Power BI or Tableau for visualization and reporting.

* Experience in SQL for querying, joining, and transforming large interaction and transactional datasets.

* Experience performing statistical analysis or scripting with Python or R for advanced analytics.

* Familiarity with VoC metrics and frameworks such as NPS, CSAT, CES, and root-cause analysis.

* Prior exposure to contact center telemetry and telephony integrations (e.g., CTI) and APIs.

* Practical knowledge of data governance, data quality practices, and handling sensitive customer data.

How you'll work:

* This role is on-site Monday through Friday at one of our call center locations in Hagerstown, MD, Omaha, NE, Coral Springs, FL or Alpharetta, GA, Marietta, GA. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.

* This role requires the use of a computer and audio equipment.

* This is a full-time, first shift position.

Sponsorship:

* You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Benefits at Fiserv:

* Fuel Your Life program to support physical, financial, social, and emotional well-being

* Paid holidays and generous time away policies

* No-cost mental health support through Employee Assistance Programs

* Living Proof program to recognize your peers' extra effort with points used for rewards

* Eight Employee Resource Groups to foster a collaborative culture

* Unparalleled professional growth with training, development, and internal mobility opportunities

* Retirement planning and discounted shares with the Employee Stock Purchase Plan

* Medical, dental, vision, life, and disability insurance options available day one

* Tuition assistance and reimbursement program

* Paid parental, caregiver, and military leave

Salary Range:

$54,000.00-$72,000.00

These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Thank you for…