Job Title: Client Support Tier 2 - Sr Professional I
Transaction Disputes and Settlement Operations
Location: Thane
What does a successful Client Support Tier 2 - Sr Professional- I do at Fiserv?
As a Client Support Tier 2 - Sr Professional- I at Fiserv, you will lead a high-performing team responsible for managing transaction disputes, clearing & settlement processes, and customer service requests. This role is perfect for someone with a robust operational background in fintech or digital banking who is ready to take on leadership responsibilities. You will ensure regulatory compliance, drive process optimization, and foster a culture of accountability and continuous improvement.
What you will do:
- Supervise the end-to-end resolution of transaction disputes across digital channels (UPI, IMPS, cards, wallets).
- Oversee daily clearing and settlement operations for real-time and scheduled transactions.
- Manage a team handling customer and partner service requests via CRM platforms (e.g., Zendesk, Freshdesk).
- Lead, coach, and mentor a team of 4–8 analysts or associates.
- Ensure adherence to regulatory timelines (e.g., NPCI, RBI) and internal SLAs.
- Act as a point of escalation for complex or high-value disputes.
- Analyze dispute trends and recommend preventive measures.
- Monitor ticket queues, assign priorities, and ensure timely resolution.
- Support automation and process optimization initiatives.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Support the Operations Manager in strategic planning and reporting.
What you will need to have:
- Bachelor's degree in Commerce.
- 8–10 years of experience in fintech, digital banking, or financial operations.
- 2–4 years of experience in a team lead or supervisory role.
- Strong understanding of digital payment systems (UPI, IMPS, NEFT, card networks).
- Familiarity with reconciliation tools, CRM systems, and dispute management workflows.
What would be great to have:
- Proven experience in leadership and team coordination.
- Operational excellence and attention to detail.
- Strong communication and stakeholder management.
R-10364343
