Fiserv

Manager, Customer Service – Money Market

Fiserv

full-time

Posted on:

Location Type: Remote

Location: Arizona • Florida • United States

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Salary

💰 $67,500 - $90,000 per year

About the role

  • Lead Money Network Level 1 production teams and provide day-to-day operational oversight to meet Service Level Agreements (SLAs) and quality targets.
  • Coach, mentor, and develop supervisors, setting clear goals, providing regular feedback, and guiding career growth.
  • Administer performance management processes, including evaluations, improvement plans, and corrective actions aligned to company policies.
  • Maintain and update departmental procedures, standard work, and documentation to ensure compliance and audit readiness.
  • Conduct regular quality reviews, analyze trends, and implement action plans to improve First Call Resolution (FCR), Customer Satisfaction (CSAT), and productivity.
  • Plan workload distribution, forecast staffing with workforce management (WFM), and allocate resources to consistently achieve service levels.
  • Participate in recruiting activities, interview candidates, and make hiring recommendations to build high-performing teams.

Requirements

  • 6+ years of experience in customer service operations leading Level 1 contact center teams in payments or financial services environments or equivalent combination of educational background, related experience and/or military experience.
  • Experience managing and developing teams of supervisors and front-line associates.
  • Experience delivering against SLAs, quality assurance metrics, and productivity goals using case management and workforce management (WFM) systems.
  • Experience conducting quality audits and using data analysis to improve key performance indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).
  • Experience using Microsoft Excel, PowerPoint, and Word to analyze volumes, forecast staffing, and report operational results.
  • Experience leading process improvement initiatives.
  • Experience with change management to implement new workflows, technologies, or policies.
  • Experience with workforce management or quality platforms (e.g., Verint, NICE) or similar systems.
  • Bachelor’s degree or higher in Business, Operations Management, or related field.
Benefits
  • Fuel Your Life program to support your 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 redeemable for rewards.
  • Eight Employee Resource Groups to foster a collaborative culture and expand your network.
  • Unparalleled professional growth with training, development, and internal mobility opportunities.
  • Medical, dental, vision, life, and disability insurance options available from day one.
  • Retirement planning and discounted shares with the Employee Stock Purchase Plan.
  • Tuition assistance and reimbursement program.
  • Paid parental, caregiver, and military leave.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer service operationsperformance managementdata analysisquality assuranceprocess improvementchange managementworkforce managementcase managementkey performance indicatorsforecasting
Soft Skills
coachingmentoringleadershipgoal settingfeedbackteam buildingcommunicationorganizational skillsproblem solvinganalytical thinking