Incident Communication Specialist
Fiserv
Auckland, New Zealand
5d ago

You deserve to do what you love, and love what you do a career that works as hard for you as you do. At Fiserv, we are 44,000, #FISVProud innovators, delivering superior value for our clients through leading technology, targeted innovation and excellence in everything we do.

You have choices if you strive to be a part of a team driven to create with purpose, now is your chance to Find your Forward with Fiserv.

Apply today to join a company named a FORTUNE World's Most Admired Companies® for the eighth consecutive year.

Success Profile

Every candidate has their strengths, and at Fiserv, we want to match you to a career that allows you to put your best foot forward.

Do you have the competencies outlined below? If so, you might be an excellent candidate to Find Your Forward at Fiserv.

  • Collaborative 9
  • Courageous 7
  • Innovative 10
  • Strategic 8
  • Trustworthy 9
  • Enthusiastic 7
  • Motivational
  • Socially Conscious
  • Results Driven
  • Productive
  • Communicator
  • Achiever
  • Problem-solver
  • Responsibilities

    Requisition ID R-10225995 Date posted 06 / 11 / 2021 City Auckland Country New Zealand

    About Fiserv :

    Fiserv is a global leader in Fintech and payments, with our aspiration to move money and information in a way that moves the world.

    Our 44,000 employees serve clients in more than 100 countries, and our team of 185 in Auckland is in growth mode.

    About our Business :

    Our Digital Solutions business provides industry-leading products and services for online and mobile channels, used by millions of people around the world.

    Our applications give people the ability to manage their finances quickly and easily giving them more time to do the things they value and enjoy.

    About the Opportunity :

    Our Operations team within our Digital Solutions business is seeking high-energy, enthusiastic Incident Communication specialists to join a newly formed Client Communications team that will support our online banking, mobile and security application customers.

    Your responsibilities :

    The Incident Communication specialist is responsible for providing timely, clear, and concise business communication to Fiserv clients regarding production incidents.

    As an Incident Communication Specialist, you will monitor and attend incident bridge calls to assess impact and determine client communication needs, under the supervision of a Client Communications manager and Director of incident communications.

    Other responsibilities include :

  • Engaging in incident bridge calls during shift for client communication needs.
  • Providing timely, clear, and concise business communication of production impacting incidents to affected client base from initial through resolution.
  • Updating and maintaining incident communication policy and procedure documentation
  • Maintaining communication distribution groups and contacts (adds, deletes, changes) on a daily basis to ensure accurate client contact information
  • Providing timely and thorough shift turnover of incidents, tasks, and follow-ups required by the next shift
  • Reporting and metrics tracking
  • To be successful in this role you will bring :

    You must be able to translate technical jargon into business-friendly language and will learn and use predefined criteria and thresholds, where applicable, to determine if / when to send communications to the affected clients.

    Incident communications are sent to the affected client base in a timely manner with regular updates provided throughout the resolution process.

    You’ll ideally have experience in Client Services, Incident Management, Customer Service or have knowledge and hands on experience providing incident communications to clients and internal customers at various management levels.

    To succeed in this position, you’ll be detail-oriented, have excellent written and verbal communications skills as well as relevant experience working in a high pressure, dynamic and fast paced environment.

    Your ability to handle multiple tasks and competing priorities will be relied on.

    The perks :

    In return you'll receive the chance to work with some of the finest talent in the financial services technology space within a flexible work environment.

    Fiserv has lots of added benefits including :

  • Subsidised gym memberships
  • $1,000 net per annum towards gym fees or public transport costs
  • Full life, trauma and income continuance insurance
  • Fully paid Southern Cross medical insurance for the Wellbeing 1 plan
  • We’ve got open plan offices which feature pool tables, foosball and table tennis, as well as cool deck spaces complete with BBQs (and let's not forget Friday drinks)!
  • NB : Given border closures and delayed visa processing due to Covid-19, we are accepting applications only from candidates currently based in New Zealand with current right to work in New Zealand

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