Manager, Customer Service - Money Market

Fiserv is a global leader in Fintech and payments, connecting financial institutions, corporations, merchants, and consumers. The Customer Service Manager for Money Network Level 1 operations will lead teams to ensure service excellence and operational discipline while driving continuous improvement.

Responsibilities:

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

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
• This role requires use of a computer and audio equipment
• This role requires flexibility to work overtime, including weekends and holidays
• You must currently possess valid and unrestricted U.S. work authorization to be considered for this role
• 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