Customer Service Representative | Hickory, NC | Apr 3, 2022
Basically Working In Heck - Extremely Toxic
They will tempt you with decent pay, but that is the absolute only thing acceptable about this job, and really other much less demanding jobs pay more. Please look elsewhere if possible because this job will destroy even the toughest person's mental health.
Long story if you want a better idea of how working at Fiserv is:
So here's an example of a day in the Fiserv Orange Life: You go into work at least 45 minutes early because you have several systems to pull up, and the systems never work. I'm not talking about an update here or there; It is a constant thing for years. So you fight to get your programs up, while the only assistance you will get is "Have you cleared your cache and cookies?". You finally get them pulled up a couple minutes after your start time to begin taking calls, and yes that time was unpaid. The two minutes late will not go unnoticed and your supervisor will probably message you while you are on the call with a cardholder cursing you for things out of control and be even more insulting because you were helping a customer and took 30 seconds to respond. You apologize for things out of your control (the system errors making your adherence fail). So, it's already been a bit stressful, but ok let's keep going. There are 50+ calls in the queue for your department, so your calls are back to back as fast as you can go, but you know those systems that don't work? Well, the CX Team got replaced by those, so if you are perfect on your call (Proper branding, in
Local Account Executive position was miserable experience.
Typical day at work consisted in visiting 2-3 bank branches were we got our leads. The main reason for visiting them was to try and convince managers and employees to talk to business owners about merchant (credit card) services offered by First Data & bank to take credit card payments from their customers.
Banks were always understaffed and almost always would give you an excuse why they could not spend time talking about new business account openings or business owners that might want to switch their merchant services over to First Data. The truth (from bank manager) was that merchant services was the bank's last priority out of all the other services and products they offered. So me going to the bank was a waste of their time and resources. Most of the time I would drive all the way to the bank location (scattered all around town from McKinney to Oak Cliff) and then have to sit in a bank desk waiting until my next appointment with the next bank.
The second part of the day consisted in having to go over potential customers current merchant statements trying to decipher their current rates and see if I could lower the rates with us. In addition I had to drive over to install the equipment and activate it for the customers, or have to play technician when the system would not work correctly.
I learned how badly SMB owners get screwed in %'s and cents for every transaction and that SMB owner have no loyalty at all to contracts, if they can get a lower % rate or decrea
ProsWork from home and really enjoyed the 2 week training in Atlanta
ConsNo support from my manager, working with bank managers and employees not interested in working together to reach goals
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
Customer Service Representative | Hickory, NC | Apr 13, 2022
Typical Call Center Job
Not sure where to begin. Most of the time calls are back to back, typical for a call center. There is a thing called an ACW (After Call Work) timer that counts down until the next time you are automatically put back into queue. Which sucks because most of the time you have a caller who complains at the very end of the call. You have to track the complaint so that you don't get a commitment miss. Commitment misses are not good. The complaint tracker is tedious because you have to copy and paste information into separate boxes, and there is not enough allotted time for that. Someone who has not taken calls decided the time we get for ACW is enough. Some calls you get 30 secs, crazy. So if you run out of ACW before you finish any after call work, you have you use "non production". And non production runs into the time that is used for your breaks during the day. Essentially, they only care about you being on the phones and taking the calls. Which I understand, no complaints there. There is chat assistance. Where associates and supervisors chime in to help answer any questions. Sometimes your questions go unanswered, and you are left waiting, or having to put it in multiple times before getting assistance. There is also an assistance line that you can call, whenever that is staffed with someone. And then they wonder why AHT (Average Handle Time) is so high. Be nice to the callers because that's the majority of how you are ranked among other associates. If a caller gives you a bad
ProsThe pay is the only reason I stayed, they have health benefits, and vacation time provided
ConsLack of assistance, gossiping supervisors, breaks taken at the wrong time will count against you
Ejecutivo/a de atención a clientes | Delaware | Apr 7, 2015
buen ambiente de trabajo de compañeros, trabajo monotono sin chances de crecer.
un dia tipico en esta empresa consiste en llegar al piso del callcenter, saludar a los supervisores aunque ellos no te saluden algunos, preparar la estacion de trabajo, en caso de que no funcione la computadora avisar a un supervisor y cambiarse de maquina eventualmente en caso de que el superior lo diga.
luego el dia transcurria de manera normal con jornadas de 6 horas con posibilidades de hacer horas extras, lo cual no es para nada saludable para uno mismo.
sacando los primeros tiempos, despues la linea se volvio un poco tediosa debido a que sumaron productos a la cartera pero no asi los asesores necesarios para la correcta atencion lo que genero hasta el momento que me fui un clima de sofocamiento por parte de los llamados lo cual los supervisores del sector muchas veces, en especial el mio, no tenian en consideracion para retirar gente de la linea por motivos propios de el.
Aprendi muchisimo sobre la autogestion y la independencia laboral.
Normalmente la direccion de la empresa se remitia a la cara visible para nosotros lo cual sacando algunas oportunidades, siempre fue un poco rigida con lo que es la situacion de trabajo nuestra, si bien nunca se nos hizo imposible trabajar, muchas veces las demandas que les requerimos tardaron en llegar a ser oidas.
los colegas dentro del trabajo sinceramente es la mejor parte de este lugar , inicialmente el grupo de trabajo era muy unido casi como una familia, la ampliacion de los productos llevo a un incremento en el personal en
Prosprepaga. jornadas de 6 horas .buenos horarios buen sueldo en relacion a las horas trabajadas.
Conspoco tiempo de descanso en relacion a los llamados recibidos, falta de posibilidad de crecimiento en el sector o en la empresa.
I feel the need to list the Cons here in the Review, because they're predominantly how I feel about the company.
- They're moving all their efforts to offshore - either through Cognizant/Accenture, or through a First Data proprietary office in Chennai.
- Absolutely no scaling on deadlines at all - Brooks' Law applies heavily here. Management seems to be under the impression that, at best 9 women can birth 1 baby in 1 month, and at worst that 1 woman can birth 1 baby in 1 month. Either way every single project IT initiates is a huge time crunch often without the resources necessary to complete it.
- My experience was also that management had an inconsistent message regarding project scope. The business would ask IT for X and Y, and IT would ask management. Management would say, "No, they can't do that without a Change Request." But as soon as the business went straight to Management to request X or Y, they would roll over immediately and demand that IT increase project scope for some whatever new functionality the business is requesting, without increasing resources or setting back the project completion date.
- Due to a series of projects that failed or made production undercooked because of the above issues, First Data has started scaling back IT. My boss, who had been with the company almost 25 years, got laid off without warning at the beginning of this year, as well as several other IT department members who had been with the company for at least a decade and had ve
ProsYou'll certainly be well-rounded by the time that you leave, A lot of your co-workers are nice people who are very intelligent.
I was previously employed by First Data and left the company on good terms. I left to start my own business and was told that if I ever wished to return to First Data, they would look forward to that day. It is now some years later, and I had always admired First Data and had decided to re-employment at their organization. I recently applied for one of the many vacant customer service positions at First Data. About three months passed during which I heard nothing in from the company. The other week I finally received an email thanking me for my application "However, the company is seeking better-qualified candidates for open customer service positions?
My experience in customer service is significant by way of measure. I have been a successful manager, senior customer service representative, business owner and as noted prior, a First Data CSR, in good standing. Since having left First Data some years ago, I have completed one college degree in Accounting and am about to finish a second Accounting degree, 3.9611 GPA.
The firms rejection and undervaluation of my qualifications, left me to ponder what went wrong. I performed very well for the company, in the past. I spoke highly of First Data, even used them faithfully for 20 plus years, as the credit card processor for my own business. Other processors would try and lure me away from First Data, yet I remained loyal to the firm even when their processing charges, were higher. So what went wrong, why did First Data rej
large company, great staff, advancement opportunities, great benefits
My days currently consist of counseling and providing performance feedback to level 1 agents. I'm tasked with identifying their strengths and weaknesses and coaching them accordingly. Also, responsible for payroll entry, addressing behavioral issues when they arise notifying the appropriate parties when necessary, and collaborating with other managers/departments on how to improve processes/procedures to increase business profit and lower company expenses.
I learned many skills and have went through multiple training's on how to be more effective as a manager, how to better manage my day, how to adapt to unforeseen issues. If you're familiar with the Myers Briggs evaluation I am an ISTP according to the chart.
I get along great with my peers and upper management. In my experience I haven't seen the best become selected for such roles but I look at that as an opportunity to help me grow since I like to find ways to improve the on-boarding process when someone gets hired. When there's downtime I like to collaborate with my colleges and teach them new things I've learned recently with applications or programs.
My co-workers are delightful, almost all of them are in a positive mood and love coming to work. The environment at First Data has a family feel to it. I'm well aware that I play an instrumental part in that so I do my best to lead by example.
Hardest part of my job is to let somebody go. The number one reason we as a company have a high attrition rate is at
Prosrecognition tool in place called bravo, top performers area, perfect attendance awards
Uncapped pay potential for lower level employees with stressful workload / Very limited room for advancement
Mostly dealing with Banking Services, so you may be dealing with servicing debit cards, credit cards, loans pre-paid cards, etc. At any given time (for lower level employees), leadership may advise everyone in the department that they will be re-trained for an ENTIRELY new product, sometimes without the option to stay, due to decreasing service levels in that current department. If you're not working towards advancement in your department or into another role after your 6-12 months (Direct hire only, not through an agency), you're just another number. Call volumes can get really crazy at times, especially during lunch hours and after work hours, and during the Holiday season. Some days expect to be taking calls back to back from the beginning to the end of your shift. Leadership is really strict on adhering to your schedule (15min/15min/30min), because if you’re not following it, you’re not servicing the client. Keep in mind that any/all of these discrepancies may be used against you upon your interest on applying for a promotion within.
With my transition from a lower level employee into a leadership role, I took on more stresses not realizing that I was also taking a pay cut, due to the misinformation of the "overtime incentive" opportunities that were presented to me for that role. Fiserv is good at hiring within, but It would be ideal to be well qualified for the position that you are applying for, so that transition into that role will be more seamless. Upon meeting di
This company... I worked there for about 6 months in total, during that time I went from a happy, kind, strong-willed, fit and healthy person and it changed me completely. I genuinely think there is some kind of brain-washing doing on here in the training. They spend weeks training you to be submissive and a 'yes-man', they stop you being able to speak and think for yourself with their ever-changing scripts, there is always a constant threat looming overhead of losing your job if you fail a single thing, the computers and systems use constantly crash and YOU are the one to get blamed for it.
Not only me, but multiple people I know and worked with at First Data had mental breakdowns. I quit over a year ago and I am still going to therapy because of it. It ruined my relationship, my family life and worst of all I lost myself because of it. A year later and I am still trying to figure out who I am because of it.
A typical day at work; show up 30 minutes early so you can try and log on the system because if you are late logging into the system it gets noted down in a file and goes against your record (even if it wasn't due to your own fault), spend hours getting abused on the phone and not being able to do anything about it such as warn the customers or terminate the call (That goes against you also), you get an hour for lunch, that's always nice.. Then the afternoon of more abuse and system failures (To which none of the managers there know what they are doing) only to le
ConsLosing your sanity
Questions And Answers about Fiserv
What is the best part of working at Fiserv?
Asked Oct 4, 2019
Answered May 11, 2022
Answered May 7, 2022
What is the work environment and culture like at Fiserv?
Asked Jun 17, 2016
Original Fiserv seemed ok, Original First Data was a whole different world.
Answered Oct 28, 2021
Very buddy buddy. No professional boundaries.
Answered Aug 1, 2019
What is the interview process like at Fiserv?
Asked Jul 12, 2016
Apply have a call with HR and if accepted then will set up interview.
Answered May 8, 2021
Way too long.
Answered Nov 6, 2020
How did you get your first interview at Fiserv?
Asked Jun 30, 2016
I started with a temp service and then got hired.
Answered Dec 2, 2017
Did fax my resume and received a call
Answered Oct 7, 2017
If you were in charge, what would you do to make Fiserv a better place to work?
Asked Jan 13, 2018
Better training and documentation. Better pay. Hire more people so the workload isn't such a burden.
Answered Apr 30, 2021
Respect your dedicated employees and not care about ho much money goes into my (CEO) pocket