Client Support Specialist

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 Title

About your role:

A Business Partner Support Specialist provides internal and external client solutions for compliance, end of life, complex issues and escalated items. This role requires knowledge of multiple products, the ability to deepen or retain relationships and research and solve complex issues. This position requires the ability to investigate and resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. Business Partner Support Specialists maintain and track outstanding servicing requests, provide thorough follow up and are accountable for the successful resolution of all customer requests. Additional responsibilities include working and escalating Inquiry-Point tickets submitted by Bank Partners for issues encountered within the Commerce Control Center application.

What you'll do:

• Provide merchant specific operational support to Bank Partners on procedures and help solve client/banker concerns
• Proficient with navigating the CCC reporting platform
• Completing successful follow-ups to ensure accuracy, client-satisfaction, and timely resolution
• Provide feedback to leadership regarding procedures that may be out of process or outside of the scope of client needs
• Serve as a mentor for agents new to role by providing support, reference material, and real-time recommendations via chat, email, or floor support
• Possess expanded knowledge of proprietary or external systems outside of normal production scenarios
• Engage in escalated calls, emails, and correspondence from Merchants, Business Partners, and Leadership Team
• Navigate through various systems, including CCC, North, South, Proprietary and TSYS platform applications in an effort to research and resolve inquiries
• Effectively respond to merchant issues regarding interchange and chargeback compliance, merchant billing, funding and batch detail reports, e-Commerce products and reporting to resolve client concerns and answer questions
• Provide merchant specific operational support to Relationship Teams/Sales on procedures and escalation points within portfolio
• Resolve merchant inquiries regarding billing, reporting, payments, products and solutions researching and responding with a solution
• Communicate clearly:

Experience you'll need to have:

• One year of experience with merchant processing with Fiserv or Bank of America Merchant Services
• Meeting in Business Objectives or Development Goals for current Fiserv role

Experience that would be great to have:

• Demonstrate superior problem solving and troubleshooting skills
• Strong knowledge of Fiserv’s products and applications, systems, service models, and segment support.
• Communicates clearly: Listens actively to others, engages in, and encourages two-way dialogue, selects the right level of communication for the audience, excellent written communication skills
• Ability to work independently with minimal supervision
• Openly shares feedback, information, ideas and best practices.

Sponsorship:

• You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role. 

Benefits at Fiserv:

• Fuel Your Life program to support physical, financial, social, and emotional well-being
• Paid holidays and generous time away policies
• No-cost mental health support through Employee Assistance Programs
• Living Proof program to recognize your peers’ extra effort with points used for rewards
• Eight Employee Resource Groups to foster a collaborative culture
• Unparalleled professional growth with training, development, and internal mobility opportunities
• Retirement planning and discounted shares with the Employee Stock Purchase Plan
• Medical, dental, vision, life, and disability insurance options available day one
• Tuition assistance and reimbursement program
• Paid parental, caregiver, and military leave

Salary Range

These pay ranges apply to employees in Colorado, Hawaii, Illinois, Nevada, Rhode Island and Washington. Pay ranges for employees in other states may differ.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact [email protected]. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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 Fiserv email address.