Client Support Tier 1-Sr Associate II

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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

What does a great Client Support Tier 1 - Sr Associate II do?

A Client Support Tier 1- Sr Associate II ensures smooth operations by efficiently handling tasks such as data entry, transaction processing, and documentation with high accuracy and timeliness. They perform quality checks, rectify errors, manage and resolve exceptions in automated chargeback processes using RPA (Robotic Process Automation) technology and adhere to regulations and company policies to mitigate risks. Additionally manage and prioritizing workflow, they address bottlenecks and resolve issues, collaborating with other departments when necessary. They maintain accurate records and prepare reports for management.

They work closely with team members, sharing best practices and providing support and guidance to junior associates. They actively seek opportunities to improve processes and implement enhancements for better accuracy and efficiency. Delivering excellent client service, they address inquiries and resolve issues promptly. They participate in training programs to stay updated on industry practices and provide training to new associates. With strong attention to detail, organizational skills, and a focus on continuous improvement, they contribute significantly to the organization’s success.

What you will do:

• Research, investigate and decision disputes and consumer complaints.
• Research, evaluate and support requests for reprints of payment acceptance disputes documentation and merchant statements.
• Research, evaluate, key, and balance the recovery via the reprocessing of payment acceptance transactions across multiple platforms.
• Index, investigate, validate, and manage merchant and consumer disputes following the established network regulation guidelines and internal policies and procedures for various transaction types.
• Research, evaluate and resolve tax documentation and funding inquiries.
• Research, evaluate and educate clients on the dispute process in a timely and accurate manner.
• Research, evaluate, input data, and status incoming and outgoing correspondence in a timely and accurate manner.
• Research, investigate, and input data into the applicable dispute systems.
• Research and audit file and processes for accuracy and completeness

• Managing and resolving exceptions in automated chargeback processes using RPA technology
• Reviewing and analyzing processes completed by associates and the system
• Ensuring proper research and processing disputes from case creation to resolution
• Validating access requests and ensuring accurate gathering and distribution of performance data to clients
• Validate team metrics accurately reflect available-to-work, output goals, and output achievements, and are shared with the team daily to drive excellence
• Lead workflow distribution and inventory management to ensure network timeframes and service levels are consistently met; resolve complex client concerns and disputes
• Evaluate current workflows across teams to identify bottlenecks, redundancies, and areas for improvement
• Analyze and evaluate production processes to optimize efficiency, quality, and cost-effectiveness
• Gather and interpret data to identify improvement opportunities
• Implement strategies to enhance productivity and streamline processes

• Collaborating with various departments to align with client service level agreements

What skills and knowledge you need to have:

• Strong verbal and written communication skills.
• Excellent research skills and propensity for thorough investigation.
• Proficiency in analyzing transaction data and resolving complex disputes.
• Familiarity with Robotic Process Automation (RPA) tools, particularly UiPath.
• Strong analytical mindset with problem-solving skills and high attention to detail.
• Excellent time management and organizational skills, capable of handling competing deadlines.
• Experience maintaining accurate records of exception cases, resolution activities, and processing improvements.
• Ability to collaborate with multiple teams to identify and implement process improvements.
• Basic proficiency in Microsoft Excel and Word.
• Strong verbal and written communication skills.
• Adaptability to change and ability to deal with ambiguity.
• Capability to work in a fast-paced environment and manage multiple tasks.
• Skill in identifying problems and escalating them to management for resolution.
• At least 2 years of experience in production analysis or process improvement roles.
• Proficiency in data analysis with strong analytical skills to anticipate and mitigate potential production issues.
• Proactive mindset to quickly identify and resolve issues.
• High attention to detail in all tasks.
• Analytical skills and ability to manage complex cases.
• Basic financial adjustment knowledge

.What would be great to have:

• Dispute Resolution Experience
• IDS familiarity (internal dispute system)
• Quality Analysis Experience
• Technical Proficiency

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 Diversity and Inclusion:

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. 

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.