What does a successful Merchant Services Escalation Specialist do at Fiserv?
In this role, you will work closely with our merchants and internal teams to successfully resolve merchant escalations within defined SLAs. You must be bilingual in French. You will leverage customer empathy, problem-solving, and interpersonal skills to retain merchants and minimize attrition. Ensuring timely reporting, referral, follow-up, and escalation of issues, they minimize service disruption and overall impact on Fiserv merchants.
What you will do:
- Resolve merchant escalations using problem-solving and customer empathy skills.
- Ensure timely reporting, referral, follow-up, and escalation of client issues.
- Act as a liaison between clients and internal departments to communicate, research, and investigate issues.
- Analyze data and workflows to determine root causes and make efficient recommendations.
- Negotiate with clients to reach satisfactory conclusions.
What you will need to have:
- 2+ years of experience in a customer-facing role in the merchant services industry.
- Knowledge of Microsoft Excel and Word.
- Strong verbal, written, and organizational skills.
- Bilingual- English and French.
- High school diploma or equivalent and/or equivalent military experience.
What would be great to have:
- College degree in a relevant field.
- 2+ years of industry experience in a customer-facing role with negotiation skill development.
- Experience with online information management systems.
- Skills in analyzing data and workflows for process improvement.
- Ability to act as a liaison between clients and internal departments effectively.
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