As a manager you have no ability to make a difference in the organization and are simply carrying out orders and decisions made by the "business unit" and/or Workforce Management (WFM). The "business unit" (whoever that is made up of) and upper management make poor knee jerk decisions without understanding the root cause or having a clear understanding of the day to day activities, process and people their decisions are impacting. Workforce Management is given complete authority to manipulate staff and scheduling without consulting the team management. In all my years working in contact centers, I have never seen WFM have control and discretion that super-exceeds the department management, but at Fiserv WFM says jump and you need to jump and clean up the mess their poor decisions leave behind.
Front-line staff are required to work mandatory overtime day in and day out for weeks or months at a time. This is partially driven by the highest monthly and annual attrition rates I have ever seen in my 20+ years in contact center management. Upper management is in denial that their poor decision making, refusal to admit to being understaffed, poor front-line leadership, and unrealistic and every changing metrics and goals play any role in their outrageous attrition numbers.
Favoritism runs rampant within the Phoenix office. Individuals that are highly unqualified are placed in leadership roles simply based off of who they know and the relationship they have with site
ProsClean office, favorable compensation, relativly good benefits.
ConsHigh stress, poor executive management decisions, inadequate site leadership, no comprehensive on-boarding, lack of resources, and a hostile work environment.
Love my coworkers. Environment is great. Work itself is pretty easy, not physically demanding aside from standing all day - which I don’t think is necessary for machine operators especially when other positions get to sit. But it seems as though over the last few years management has been poorly handling worker shortages by giving mandatory overtime without warning and have now stated it is “until further notice” instead of seasonal. They had stated it would start In November initially and then sprung it on everyone partway through a work week in October that we needed to start coming in that weekend or we would receive marks on our attendance. You don’t get any holidays off unless you request them a month in advance, either. Basically if you are a single person looking to work all the time it’s great and you’ll earn a lot of money but if you have a family and want any semblance of a life, it isn’t a good place for you. Hiring process takes about a month and is extremely picky so they don’t even hire the few people who apply, making further shortages. And now they implemented a new system right before their rush which has caused production to slow down and cause bottlenecks, then tell the workers they need to produce more without taking into account how long it takes to change the machines over between each job.
Appreciate how flexible they are with days off when it isn’t holiday rush, and how easy it is to leave during the day if something comes up. Appreciate their wellnes
ProsPro-rated PTO, benefits, easy work, good coworkers
ConsMandatory overtime, poor communication, climate control is questionable
Project Management:
Matrix manage project activities across all participating functional areas. Project assignments are detailed and tactical in nature requiring exceptional organizational and interpersonal skills
Create and maintain a project schedule for each project by identifying and monitoring
Coordinate meetings, as needed, to initiate working sessions, resolve project issues
Customer Service:
Customer service-oriented professional to train and consult with bank personnel to operate banking software
Provide flexible assistance through cross-training and support to meet and exceed performance, customer satisfaction, and service level goals
Provide assistance to support groups to improve procedures, products and systems used by the staff
Administrative:
Prepare, distribute and track reports, gathering and summarizing data including generating spreadsheets and word documents
Interface with customers and business partners, ensuring that information and messages are relayed in a timely and accurate manner
Implementations:
Develop and establish department standards and procedures, following established Six Sigma process methodologies. Recommend most efficient ways to ensure best implementation practices of new or upgraded products. Evaluate and report progress and results
Support phases of requirements gathering, design, build/customization, system integration, acceptance testing, production implementation, and transition to support
Manage and coordinate
1.0
Quality Assurance Analyst | Norcross, GA | Sep 14, 2012
Dishonest Manager
Fiserv is a huge step down from CheckFree. Fiserv moved our department from the wonderful CheckFree campus to a horrible gray low-wall cubicle farm, and stopped the two-days-work-from-home program.
My manager had very little knowledge of the technology. A task description was typically one sentence, and she didn't understand that sometimes a one-sentence task can take weeks to accomplish by even the best informed and most capable staff. She left all of the details to the assignee, and often gave conflicting or overlapping assignments. When you have a problem, don't expect any input or help from her. She expects you to even do her job. Your job is to make her "shine" for the other managers that also don't understand the technology. And co-workers were usually of no help, they are reluctant to share any valuable information because they had to work so hard to get it too. Or sometimes, they knew the test methods they were using were bogus and didn't want anyone else to find out. (In one case I could never find any evidence the test was ever really done.) You pretty much need to hit the cold wall every time you ask a question and finally figure it out yourself. A very harsh environment. If you have only the technology skills then you will be bullied. If you only have the skill to kiss up, then Fiserv is perfect for you. You only need to talk all day and do nothing.
The QA Manager doesn't care about, or even understand, quality and only cares about how to get promoted. The worst
Proscafe plan
Consopen office sitting, no privacy
2.0
Customer Service Representative | Hickory, NC | Aug 28, 2018
Call Center - Customer Solutions
The benefits are nice including stock plan, 401k, supplemental life insurance, medical/vision/dental insurance. Monthly bonuses are no longer something you can cash in on, but starting pay increased to balance that. Sedgwick, the Leave of Absence company is absolutely garbage. You or a family member basically has to be terminally ill or completely bedridden for a claim to be approved. Mental health is not held with the same esteem that physical, provable ailments are. There are a lot of grey areas in procedures and rather than give leeway or wait to make a specific procedure go live until the grey is ironed out and fixed, they hold associates accountable for any misses accrued. Environment is fast paced and they would rather you meet AHT than focus on customer experience. At the same time, they have surveys that callers opt into, and if you don't provide that stellar service to get the max score of 5 (or even if you literally can't help with the callers problem), it's a coaching for you, eventually a performance plan. They start external hires out with more money than the people promoted from within and would rather hire externally for supervisor and up unless there is someone from internal that has played the game correctly in regards to the company politics or is in the favored list. The management team can't be trusted. If you don't have it in writing, pretend it wasn't promised, and even then, it might not be worth the server space or paper that's storing it. Perception h
Prosbenefits, starting pay
Cons30 min lunches and only expensive "fresh" food from a fridge available after cafe closes, no flexibility on schedules without ADA, grey area in procedures but won't allow grey area in disputing misses, mandatory ET, favoritism, company poitics, high school drama
Work life here is very tight-knit and functions like a family (including the managers closest to you). I've made plenty of friends in an area that I had little connection to in a short period of time. The environment (at least in my location) is fairly relaxed and I feel like I can easily talk to the person I directly report to. Now my bosses bosses (ehhhh.....)
Benefits for satellite offices are lacking (eg: larger campus locations will receive catered holiday events while smaller Fiserv locations rely on employees to scrape their pennies together and pay for it on their dime; childcare discounts are available to employees but you're more likely to actually get them if you're in a large metro area, etc). It's extremely hard not to feel like the red-headed stepchild when you find out all the perks that other locations get that you do not--it's been pointed out to management (small satellite voices have soft voices so they'll remain unfed).
Insurance options seem to get worse and worse every year but I guess reducing the bottom-line is good for shareholders. Raises can be fairly meager--sometimes being outpaced by local CPI (which means it isn't really a raise _at all_...but I digress).
On the plus side they do offer an employee stock purchase program that includes a 15% discount (I can't remember holding period to avoid short-term gains tax). You can offset the short-change you get as an employee by also being a shareholder in the company (pro/con). If you hav
ProsColleagues are like family, stock purchase plan, 401k matching
There is absolutlely no room for career advancement, especially for minority employees. There are a handful of minority employees who have been with the company, some for close to, and over 20 years, who are constantly overlooked for promotions, while outside hires are brought in, with virtually no experience. The management team, especially those in the Cherry Hill office are truly incompetent, inept and bordering on the almost clueless. This starts from the VP of the site and trickles downwards to its Managers and Supervisors. If you are willing to constantly be a yes man/woman, an I'll do anything and everything you say kind of person then you will go a long way. The management staff are solely worried about thier position within the company, and how they will benefit from it, especially now that it has been purchased from Fiserv.
There is no communication between management and it's dedicated employees. Middle management and supervisors are only worried about their status and position. There is inter-department bickering and cover ups, on issues that effect it's clients in a negative way. Employees are not given the proper tools and training to perform thier jobs effectively.
Treat your dedicated employees with the respect they deserve. They are the ones on the front lines and know what the clients want and need, why, because the client tells them so. We don't need a management staff who just sit in thier offices thinking up color schemes for monitoring devices, who don
Prosthe best part of this job was the great people you get to work with, they are truly what makes this company, tick.
Conspoor management and leadership. poor pay, no room for career advancement, inadequate training and tools.
1.0
Customer Service Representative | Remote | Aug 20, 2020
Stay away-Unless you do not mind working 3.5 jobs!
This company is highly disorganized. This is a conglomerate of many companies with little cohesiveness. Helpful communication is rare to non-existent. Overflow of email "communications" with minimal usable content. Endless meetings which leave you scratching your head... Management is largely disconnected from the day to day operations. Multiple network domains and email systems make effective communication difficult. Change management is communicated among upper management levels, but not to the employees that are affected. Often, operational failures lead to the discovery that a change was implemented last night and what worked yesterday is failing today. Again, there is no prior communication before the change is implemented to give a "Heads-Up" of what changes to expect and what systems may be affected. There are seemingly endless acronyms for systems and domains with no explanation for the meaning of these acronyms. There is much duplication that comes with a multiple domain environment. This leads to constant bewilderment and misunderstanding, as well as confusing messages. This company (approximately 43,000) is so large and disconnected, a job responsibility matrix does not exist. Employees at every level can readily relate to these words. There are many wonderful people that work here. In my conversations with my fellow employees, I have an increased sense of their discontentment, frustration and overall dissatisfaction with the day to day operations. This is not a
ProsMuch like storm related disasters, no two days are exactly alike.
ConsConfusing, frustrating and illogical approach to solving problems.
4.0
Head Payments Manager | Norcross, GA | Feb 23, 2016
It's working so far
Fiserv is one of those companies that should be failing, but stubbornly, isn't. The "acquire and incorporate" model has been very successful, as evidenced by the meteoric increase in FSV stock. So, one must concede it's working.
The digital banking and payments services are thinly supported and difficult to upgrade. Projects are extremely complex and long, but Fiserv seems to invest just enough to keep the old tools going until they can acquire the next. This multi-platform lack of integration causes some customer angst, but the alternatives are few and switching costs are high. Preferring to buy rather than build innovation, the challenge comes in pegging together the disparate units and systems into a comprehensive whole.
Operationally, Fiserv is very lean, and as a manager it always feels like you're just barely on the right side of starving. But the money saved seems to be invested well, and Fiserv continues to be perceived as market leader. they do pretty good internal and external PR to sustain that positioning. Morale in most units is subsequently pretty good.
If considering Fiserv, make sure you're joining a group on the upswing, as units/segments that have plateaued are unsurprisingly and unceremoniously stripped to support growth areas. I think the cultural/economic trends (financial industry and consumers switching to digital/mobile) lifting this sector are more powerful than Fiserv's competence at integration. So as long as those trends continue, Fiserv,
ProsNice Alpharetta office, good morale, strong stock
ConsHighly variable by business unit, lean operations, spotty manager skills
Typical stressful call center environment that leadership likes to think is different than others but is not at all
A typical day at work varies greatly depending on what shift you get hired for. A typical first/second shift day is answering 100+ phone calls while 3rd shift is mostly clerical with the entire group taking less than 200 calls collectively. They start playing trivia in the early AM and read books until their shifts end.
Most of leadership is incompetent and that is not simply a statement by a disgruntled former employee. 3 of the 6 supervisors in Card Services and two of the team leads have not been trained for every service that Card provides meaning that if you have a question about half of the leadership does not know the answer because they do not know how to do your job.
Scheduling is also another joke, as there is a wait list for people wanting to move to a better shift. Many of us on this list that wanted 1st shift were told time and time again starting last December that we were not hiring for first shift. Management then proceeded to hire 5 classes of associates all for first shift. People who wait patiently on the list do not receive schedule changes, while people who lie about needing changes for school, or who simply say give me a new shift or I quit receive new schedules.
Like any call center, this job is great if you need the big 3, salary, security, and benefits. If you are looking for a meaningful job, competent leadership, or good hours look elsewhere.
Prospaid time off, bonding with co-workers, ability to work ot whenever you want due to poor staffing of manager
Consessentially worthless health insurance, ineffectual and incompetent leadership, little to no autonomy
Questions And Answers about Fiserv
If you were in charge, what would you do to make Fiserv a better place to work?
Asked Jan 23, 2018
Respect your dedicated employees and not care about ho much money goes into my (CEO) pocket
Answered Nov 15, 2020
I will allow the company to hire felons because you never know just because a person has a felony doesn’t mean they not a hard worker I think that Bias because who’s to say the people that own the company my have a felony. In closing even if you have a non-violent offense as long as it’s not robbery or Theft and Criminal impersonation you should be able to get a job there
Answered Nov 2, 2020
What is the work environment and culture like at Fiserv?
Asked Jun 17, 2016
Very buddy buddy. No professional boundaries.
Answered Aug 1, 2019
Friendly, business casual.
Answered May 21, 2019
How long does it take to get hired from start to finish at Fiserv? What are the steps along the way?
Asked Jul 11, 2016
3 months perhaps
Answered Nov 28, 2017
This company in Columbus,Ohio uses a third party to do a COMPLETE background check that goes on and on for a mere 13.50 an hour. They do not accept a copy of a high school diploma, which I received more than thirty years ago. The wait is six weeks for my school to get to that. Reference contact numbers change as people move on and the third party will keep contacting you for more info. I finally said the heck with it. They use temps to fill in until they can get enough company people, which they never seem to get, as they continually advertise. Good luck and be ware.
Answered May 6, 2017
How did you get your first interview at Fiserv?
Asked Jul 14, 2016
Temp agency
Answered May 5, 2017
I applied directly to the company
Answered Apr 2, 2017
Is bereavement paid leave?
Asked Dec 21, 2016
Yes. however no many days and it depends the senority.
