Job Title
Customer Retention Service Advisor

Job Purpose

What does a great Customer Retention Service Advisor do?
In this position, you will have the opportunity to demonstrate your outstanding customer service, negotiation, and retention skills by providing superior support daily to clients on inbound and outbound calls. You will ensure coordination of operational efforts with the clients by establishing and maintaining a strong rapport, building trust, and conveying confidence and assurance in the quality of our products and services. You will be empowered to make effective decisions for prompt resolution on moderate to complex account service inquiries. Your success in this role projects a positive image to our clients and to other areas within the organization.

Job Responsibilities:
o Team Member handles 500+ inbound phone calls per month from Wells Fargo Bankers, Business Sales Consultants, Account Managers, and Merchants.
o Team member has full ownership to resolve or facilitate resolution of issues related to, but not limited to: Identifying processing issues and Interchange qualification, chargebacks, billing and funding investigations, statement reviews and fee inquiries, Account Maintenance, facilitate PCI compliance conversations, answer product questions, provide troubleshooting assistance for Class A&B terminal products, perform terminal downloads and training for new and existing customers, issue call tags, add/remove equipment, and add/change terminal features.
o Team Member is expected to perform refund negotiations with responsible application of high-level refund empowerment.
o Independently perform rate reviews and pricing negotiations - expected to wisely balance WFMS needs with Customer Retention.

Basic Qualifications for Consideration:
o Strong Customer Service skills with high expectation for ownership of issues.
o Ability to multi-task in high volume workflow with minimum productivity requirements.
o Must have strong written and verbal communication skills to effectively communicate with varying levels of Management.
o Strong mathematical, analytical, and investigative skills.
o Critical thinking and ability to empathize and de-escalate emotional phone calls with customers.
o High School Diploma or HS Equivalent required.

Preferred Skills, Experience, and Education:
o 2 Years Merchant Services or Customer Service experience preferred.
o Technical background helpful, not required, to assist with troubleshooting equipment issues.
o MSA, Remedy, Client Line, Business Track, Merchant Manager, Microsoft Teams, Excel, and FDPOS knowledge helpful, not required.

To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options.

This role is not eligible to be performed in Colorado.

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).

Fiserv is an Equal Employment Opportunity Employer, and it is the Company's policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.

In order to protect our Fiserv community, Fiserv requires all newly hired employees to be fully vaccinated before their start date. Proof of vaccination will be a condition to hiring. Fiserv complies with all applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.