What does a Great PSTWFMS POD Lead do at Fiserv?
As a Team Lead for Wells Fargo Merchant Service PST Account Advisors at Fiserv, you will play a crucial role in driving merchant satisfaction and retention within our team. You will be responsible for overseeing a team managing a portfolio of 250+ household merchant accounts, ensuring seamless operations and exceptional customer service. Your leadership will foster a collaborative environment, helping your team excel in handling complex investigations and positively influencing customer satisfaction.
What You Will Do:
- Supervise a team managing 250+ merchant accounts, ensuring full accountability and ownership over account activities.
- Provide ongoing support to team members dealing with inquiries related to pricing, products, services, chargebacks, complaints, billing disputes, and equipment troubleshooting.
- Monitor and assist with identifying and resolving processing issues, including interchange qualification, chargebacks, and billing investigations.
- Ensure the team performs account maintenance tasks, facilitates PCI compliance, addresses product queries, and provides troubleshooting assistance for terminal products.
- Conduct terminal downloads, offer training for new and existing customers, and ensure the team is equipped to manage equipment-related needs effectively.
- Oversee bi-monthly and annual household reviews, focusing on interchange qualification and chargeback trends, while encouraging team participation in these evaluations.
- Enable your team to educate merchants about all aspects of Merchant Services and compliance requirements.
- Assist team members in engaging in pricing and contract negotiations using WFMS proprietary tools.
- Work alongside security and risk management teams to oversee reserves, fraud management, and portfolio financials.
What You Will Need to Have:
- High school graduate/GED
- Minimum 2 years’ experience in account management
- 2 years’ customer service experience, specifically in dealing with merchants
- Strong leadership, communication, and organizational skills
- Availability to work Monday-Friday, 10:30 am - 7:30 pm
What Would Be Great to Have:
- Familiarity with MSA, Remedy, Client Line, Business Track, Merchant Manager, Microsoft Teams, Excel, and FDPOS.
- Technical expertise to assist team members with troubleshooting equipment.
- 4+ years of experience in Merchant Services or Customer Service.
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