Incident Communications Specialist

Fiserv, Berkeley Heights, New Jersey, United States, 07922

Work at Fiserv


Incident Communications Specialist

Berkeley Heights ,

New Jersey

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Calling all innovators – find your future at Fiserv.We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.Job TitleIncident Communications SpecialistWhat does a successful Incident Communications Specialist do at Fiserv?Fiserv, one of the leading Fin-Tech companies in the world, is seeking high-energy, enthusiastic Incident Communication specialists to join a newly formed Client Communications team that will support our banking clients. 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 Incident Communications manager and Director of Client Communications. 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 and 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. Adapt quickly to change and the needs of the business as Incidents can occur at anytime. Perform additional job duties as required.What you will do:Engage in incident bridge calls during shift for client communication needs.Provide timely, clear, and concise business communication of production impacting incidents to affected client base from initial through resolution.Update and maintain incident communication policy and procedure documentation.Provide timely and thorough shift turnover of incidents, tasks, and follow-ups required by the next shift.Create client facing Root Cause Analysis (RCA) Documents and distribute.Reporting and metrics tracking.Participate in a rotating on-call schedule.Additional duties as assigned.What you will need to have:Experience working in technical environments and an ability to translate technical jargon into business communication.Client Services, Incident Management, Customer Service experience and/or hands on experience providing incident communications to clients and internal customers at various management levels.Detail-oriented with excellent written and verbal communications skills.Associate's degree or 2 years of related work experience.What would be great to have:Associate’s degree and/or 2 years of related work experience working in a high pressure, dynamic, and fast paced environment.Excellent communication skills and the ability to handle multiple tasks and competing priorities as assigned.This role is not eligible to be performed in Colorado, California, New York or Washington.Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.Thank you for considering employment with Fiserv. Please:Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).What you should know about us:Fiserv is a global fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries. As a FORTUNE™ 500 company, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to excellence and purposeful innovation.Our commitment to Diversity and Inclusion:Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.Warning about fake job posts:Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI’s Internet Crime Complaint Center.