Fiserv Client Support Rep Lvl II in Denver, Colorado
Are you the kind of person who enjoys product customer support, resolving technical issues and customer interaction? Join us!
BASIC QUALIFICATIONS FOR CONSIDERATION:
About the role: Provide support for PCLender’s enterprise - Loan Origination Software and respond to software support inquiries. This involves troubleshooting of 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. Product Support Specialists work closely with other team members and communication with the development and QA teams. Provide Weekly Case Summary Report and meeting agenda prior to account meetings. This role will also be responsible for documenting Business Requirements (BRD) for assigned cases.
You will respond and resolve Client Support requests in a timely manner and ensure all PCLender SLA objectives are completed
You will maintain high levels of knowledge with PCLender’s product suite and services to ensure understand and practical knowledge of use by Administrators to maximize the effectiveness of PCLender resources available to them
Maintain and demonstrate acceptable levels of competency and understand of the User experience and workflow requirements for all job functions
Have working knowledge of support cases for Clients and ensure that the appropriate resources are utilized for resolutions
Ensure cases are documented and followed up for On-Site visit priorities and Client objectives
Track and manage Client communication within PCLender CRM
Ensure PCLender CRM account and contact records are properly maintained with updated information
Ensure all business and technical requirements are properly documented daily within PCLender CRM tool
Minimum 1 years experience in mortgage banking and/or LOS software administration
Provide assistance during QA testing phase of major releases. This includes completing Functional Testing on identified cases, as well as Regression Testing using assigned scripts
Complete Business Requirement Documents (BRD) as needed and/or assigned
Track and manage billable support services provided within PCLender CRM
Collaborate with case owner(s) or PCLender Professional Services contact to document requirements for existing and new Custom development requirements
Provide continuing training for Client Administrators as it relates to new or updated feature/functionality as well as provide Client training and coaching on properly documenting system defects and/or submitting new requests, accessing the Self-Service Portal, and utilizing the Customer Resource Portal
Produce activity, opportunity, potential threat reports and other reports as required by PCLender management, resellers and referral channel partners
Ensure client issues are escalated to Customer Support Manager when SLA and or Client relationships are at risk
Bachelor’s Degree in Marketing or Business Management preferred or HS diploma and equivalent experience.
Work hours: Start time - 8am or 9am Pacific Standard Time
PREFERRED QUALIFICATIONS FOR CONSIDERATION:
Excellent analytical skills, excellent verbal, written and interpersonal communication skills as well as excellent negotiation skills. Possess stellar listening skills
Ability to interpret Client questions and choose the optimal troubleshooting path; Ability to understand Client requirements, document in company CRM and explain requirements to developers and employees at different levels
Good organizational and time management skills; ability to manage multiple tasks. Demonstrable ability to follow through on all work and responsibilities you're leading
Training and documentation experience
Ability to identify root causes of problems, and offer solutions/suggestions
Ability to work under time constraints and manage multiple tasks concurrently
Ability to see an issue through to completion
Previous PCLender LOS experience desirable
Self-starter with the ability to consistently exceed goals
Detail oriented with solid service skills
Ability to handle Client expectations effectively
Proficiency in Word, Excel, PowerPoint, Visio, and Crystal Reports. Able to quickly learn other tools including but not limited to Intranet, CRM and online meeting applications
WHO WE ARE:
Fiserv is highly regarded for its financial service technology and services innovation including mobile and online banking. We have experienced tremendous growth and revenue in these channels in our Bank Solutions Division. You will have an opportunity to become a part of global company that has been just recognized by Fortune “World’s Most Admired Company” for the 4th year in a row.
PCLender LOS is a mortgage “loan origination system” for the mortgage industry that supports retail, wholesale and correspondent lending channels. It supports the life cycle of the origination process from Point of Sales to Investor delivery and includes features that include database records, imaging, vendor integrations and automated workflow.
Fiserv is an Equal Opportunity Employer/Disability/Vet.
Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.