What does a successful Client Operations Support Specialist do at Fiserv ?
At Fiserv, a successful Client Operations Support Specialist takes pride in being part of a high-performing team that ensures our clients' operations run smoothly. This role is vital for addressing and resolving issues, providing exceptional client support, and contributing to continuous improvement initiatives. You will work closely with our Canadian Partners (ISO Agents, BC's) to help them successfully onboard and quality control all documents pertaining to Merchant boarding while navigating complex challenges, ensuring they can meet their business objectives through our innovative solutions.
What you will do:
- Manage group email boxes, reporting functions, and collaborate with other ops areas to review processes and ensure a flawless boarding experience.
- Achieve and maintain SLA’s.
- Review and track all sales applications/merchant agreements for complete submission and accuracy. Follow up with appropriate parties/departments to ensure corrections are completed.
- Ensure all applications are entered accurately and completely.
- Maintain accurate merchant referral records, ensuring information is input accurately into the database in a timely manner. Ensure merchants are activated and merchant numbers are assigned, and respond to merchant and alliance inquiries, providing necessary assistance as appropriate.
- Be customer-facing and reach out to merchants to understand their needs.
What you will need to have:
- 2+ years of experience in client support or operations roles.
- 2+ years of experience with CRM tools and ticketing systems.
- 2+ years of experience in financial services or fintech industries.
- 2+ years of experience in managing client accounts and service requests.
- Bachelor’s degree in Business, Finance, or a related field and/or equivalent military experience.
What would be great to have:
- 2+ years of experience with Fiserv systems or similar financial services platforms.
- Knowledge of PC software and mainframe applications sufficient to enter and access customer information (e.g., FLBOSS, My Sales Office, FDMP, FDPOS, others).
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