Calling all innovators – find your future at Fiserv.
We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
Job Title
Client Support Analyst
About your role:
As a Client Support Analyst, you provide front-line support to a portfolio of financial institution clients, resolving issues across production, quality, delivery, and specifications. You collaborate with operations, technology, and product teams to drive timely resolutions and clear communication. Your work strengthens client relationships, safeguards service commitments, and helps our clients deliver reliable experiences to their customers.
What you'll do:
- Respond to client inquiries via phone, email, and customer relationship management (CRM) tools, documenting cases and actions taken.
- Investigate and resolve issues related to production quality, delivery schedules, and specifications, coordinating with operations and technology teams.
- Diagnose problems, identify root causes, and drive resolution plans while meeting service level agreements (SLAs).
- Expedite complaint resolution by prioritizing cases, escalating appropriately, and ensuring timely client follow-up.
- Maintain proactive, consistent communication with clients, providing status updates and next steps via calls and/or Client 360.
- Create and maintain detailed reports and activity logs for client and management review; summarize trends and recommend improvements.
- Stay current on print and document solutions (e.g., Statement Advantage, print-ready documents) to provide accurate guidance and troubleshooting.
- Contribute to continuous improvement by capturing recurring issues, proposing preventive actions, and sharing knowledge articles.
Experience you'll need to have:
- 2+ years of experience in client support or key account management within a B2B setting, preferably in financial services, fintech, or print/document services.
- 2+ years of experience in problem-solving client issues and developing client relations.
- 2+ years of experience producing client-facing updates, reports, and activity logs with proficiency in Microsoft Excel, Word, and PowerPoint.
- Demonstrated ability to manage case queues, set priorities, and meet defined SLAs with strong written and verbal communication skills.
- Bachelor’s degree in Business, Communications, or a related field, or an equivalent combination of education, related experience, and military experience.
Experience that would be great to have:
- Familiarity with Fiserv solutions such as Statement Advantage and Digital Document Advantage.
- Experience with data analysis or quality techniques (e.g., Excel lookups, pivot tables) to identify trends and root causes.
- Exposure to workflow/ticketing practices or frameworks (e.g., ITIL) and continuous improvement methodologies.
- 3+ years of experience with CRM tools and dashboards for case management and reporting.
How you'll work:
- This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
- This role requires use of a computer and audio equipment.
- This role requires being on-call during non-standard and/or overnight hours on a rotational basis.
Sponsorship:
You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.
Benefits at Fiserv:
- Fuel Your Life program to support your physical, financial, social, and emotional well-being.
- Paid holidays and generous time away policies.
- No-cost mental health support through Employee Assistance Programs.
- Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
- Eight Employee Resource Groups to foster a collaborative culture and expand your network.
- Unparalleled professional growth with training, development, and internal mobility opportunities.
- Medical, dental, vision, life, and disability insurance options available from day one.
- Retirement planning and discounted shares with the Employee Stock Purchase Plan.
- Tuition assistance and reimbursement program.
- Paid parental, caregiver, and military leave.
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.
Thank you for considering employment with Fiserv. Please:
- Apply using your legal name
- Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Our commitment to Equal Opportunity:
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.
Note to agencies:
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.
