What does a successful Client Support Advisor do at Fiserv?
A successful Client Support Advisor ensures smooth and efficient resolution of inquiries and issues from Wells Fargo Bankers, Business Sales Consultants, Account Managers, and Merchants. This role is essential in maintaining high levels of customer satisfaction and retention through exceptional customer service and effective problem resolution.
What you will do:
- Handle 500+ inbound phone calls per month from various clients including Wells Fargo Bankers and Merchants.
- Resolve or facilitate the resolution of issues such as chargebacks, billing and funding investigations, statement reviews, and fee inquiries.
- Facilitate PCI compliance conversations and answer product questions.
- Provide troubleshooting assistance for Class A&B terminal products, perform terminal downloads, and training for customers.
- Independently perform rate reviews and pricing negotiations, balancing company needs with customer retention.
- Execute refund negotiations with responsible application of high-level refund empowerment.
- Perform account maintenance tasks, issue call tags, add/remove equipment, and modify terminal features.
What you will need to have:
- 2+ years of strong customer service experience with high expectations for ownership of issues.
- 2+ years of experience in a high-volume workflow environment, demonstrating multi-tasking capabilities.
- High School Diploma or HS Equivalent and/or equivalent military experience.
- Ability to work 12:30 PM to 9:00 PM schedule.
What would be great to have:
- 4+ years of experience in Merchant Services or Customer Service.
- Technical background to assist with troubleshooting equipment issues.
- Knowledge of MSA, Remedy, Client Line, Business Track, Merchant Manager, Microsoft Teams, Excel, and FDPOS
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