Client Experience Specialist

Fiserv

Client Experience Specialist leading operational execution for Direct Express program at Fiserv. Managing vendor performance and ensuring improvements in client outcomes.

Posted 6/4/2026full-timeBerkeley Heights • New Jersey • 🇺🇸 United StatesMid-LevelSenior💰 $59,000 - $102,000 per yearWebsite

About the role

Key responsibilities & impact

Own operational performance management for Direct Express cardholder servicing, including trend analysis, action planning, and follow-through to improve service levels and client outcomes.
Lead vendor management activities (performance reviews, issue resolution, corrective actions) in partnership with internal stakeholders.
Drive incident and problem management for operational events, including coordination of response, communication updates, post-incident reviews, and remediation tracking.
Lead development and maintenance of operational documentation (runbooks, procedures, knowledge base) and ensure servicing teams are trained and prepared for changes.
Build and deliver client-ready reporting and insights; support business reviews and governance routines with clear narratives and recommendations.
Partner with product, technology, and risk/compliance stakeholders to evaluate operational impacts, escalate risks, and implement mitigations.
Manage and track internal SLAs, ensuring adherence to service commitments, identification of performance gaps, and execution of corrective actions.
Oversee settlement-related operational processes, ensuring accuracy, timeliness, reconciliation, and alignment with financial and regulatory controls.
Monitor and manage operational file processes, including file intake, processing, validation, and issue resolution across systems and partners.

Requirements

What you’ll need

Bachelor's degree or equivalent experience
4–7 years of experience in operations leadership, client experience, contact center operations, or vendor management in a financial services or regulated environment
Demonstrated ability to lead cross-functional execution, manage vendors, and drive issue resolution under time constraints
Strong analytical skills with experience translating data into operational actions and client-ready insights
Strong communication and stakeholder management skills, including experience supporting client governance cadences
Valid and unrestricted U.S. work authorization is required.

Benefits

Comp & perks

Health insurance
401(k) matching
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

trend analysisaction planningincident managementproblem managementoperational documentationreportingdata analysisperformance managementreconciliationfile processing

Soft Skills

leadershipcommunicationstakeholder managementanalytical skillscross-functional executionissue resolutionclient experiencevendor managementtime managementtraining

Certifications

Bachelor's degree