At Fiserv we are seeking a proactive and motivated Account Manager to join our Merchant Services team as part of the Personal Concierge function. In this role you will develop and maintain strong relationships with customers, ensuring they receive excellent service and continue to grow with Clover from Fiserv. Success in this role is closely linked to effort: investing early in customer relationships delivers the best outcomes.
Key responsibilities
- Welcome and onboarding: manage customers from the point their application is approved. Complete welcome activities including outbound calls and emails to arrange hardware and software setup, register customers for self‑service portals and provide the guidance they need to launch their accounts.
- Relationship management: own a defined customer portfolio and maintain regular proactive outreach (calls and emails) to sustain relationships, resolve issues, promote product adoption and identify upsell opportunities aligned to customers’ needs.
- Request management: handle all incoming customer contacts (calls, emails and web‑chat). Be prepared to work flexibly to cover peak periods, which may include early/late starts and occasional weekend shifts.
- Prioritise customer needs: aim to acknowledge and progress customer queries quickly and keep customers informed of status. Where applicable, resolve queries or provide substantive updates within four hours.
- Retention and churn management: understand customer behaviour and the drivers of attrition, proactively resolve negative experiences and manage any closure requests with the objective of retaining business where appropriate.
- Collections: manage receivables for your portfolio, conducting outbound debt recovery activity and handling inbound calls relating to billing and repayment arrangements.
- Cross‑functional collaboration: work closely with sales, product management, risk, compliance and delivery teams to provide a joined‑up customer experience and to resolve service or implementation challenges.
- Reporting and continuous improvement: maintain accurate CRM records, report against performance metrics and feed insight into process and product improvements.
What you will need to have:
- Proven experience in account management, customer success or personal concierge roles within merchant services, payments or a related payments/retail environment.
- Strong customer‑centric mindset with excellent verbal and written communication skills in English.
- Ability to manage a portfolio end‑to‑end, prioritise multiple tasks and deliver under time pressure.
- Experience of collections and managing billing queries is desirable.
- Good problem‑solving skills, resilience and a positive, solutions‑focused approach.
- Proficiency with CRM systems and standard office productivity tools.
- Flexibility to work shifts during peak periods, including occasional early/late starts or weekends.
Desirable:
- Knowledge of merchant acquiring, point‑of‑sale hardware and software, or experience working with Clover from Fiserv solutions.
- Experience working in a fast‑paced contact centre or personal concierge environment.
- Additional language skills relevant to the local market.
Working pattern and location This role will be office‑based or hybrid depending on local arrangements. The role requires flexibility to cover peak contact times and may include occasional weekend working.
About us We are partners in possibility. We work collaboratively across the organisation to deliver outstanding outcomes for our customers and to drive innovation in payments. If you are customer‑focused, driven by results and keen to build long‑term relationships, we would like to hear from you.
R-10377900