Most companies are metric-based companies where they use metrics to approximate how effective an employee is compared to other employees. They also consider other criteria when employees get the job done. Fiserv is not one of those companies.
Fiserv is a metrics-exclusive company. They measure employees exclusively on the numbers in reports. Whether you are effective at your job or not is irrelevant. The only thing that matters is the number on the report. Any effort you exert that does not improve your numbers is wasted effort. Your dissatisfaction is the result of trying to help the customers instead of helping your numbers look better. Your coworkers who are getting rewarded for not helping have excellent numbers on their reports.
People who help the company will leave. People who make their numbers look good will get promoted. This toxic company culture will rot Fiserv to its core. Lean-in to the toxic culture to get positive feedback. Or leave for a real company if you want to help customers. Staying to help customers here will not be rewarded.
As middle managers get replaced it will only get worse.
Bumped from @1dqj+1m5afhEP for good info.