What does a successful PST Account Manager do at Fiserv?
As a successful PST Account Manager you will 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:
- Take full ownership and manage a mid-market portfolio of 250+ merchant accounts
- Responsible for identifying processing issues and Interchange qualification, chargebacks, billing and funding investigations, statement reviews and fee inquiries,
- Handling account maintenance, facilitating PCI compliance conversations, answering product questions, providing troubleshooting assistance for Class A&B terminal products.
- Performing terminal downloads and training for new and existing customers, issue call tags, add/remove equipment, and add/change terminal features.
- Conduct bi-monthly and Annual household reviews to include, but not limited to: Interchange qualification, chargeback trending
- Provide Merchant education on all Merchant Services aspects and requirements
- Partner with various organizations within Fiserv and WFB to generate ideas, minimize risk, facilitate changes, solve issues, and retain customers.
- Assist existing customers to add new and additional locations
- Pricing and Contract Negotiations utilizing WFMS proprietary boarding and Pricing tools
- Coordinate merchant support on WFB proprietary Products (WFPG, E-Bill, & ACH)
- Provide Operational Support to other WFMS teams as needed
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.
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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