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 Service Specialist
About your role:
You will serve as a Client Service Specialist providing Level 2 phone and ticket support for small-to-mid-sized business (SMB) merchant clients in a call center environment. You will own issue resolution, support solution education and product penetration, and partner closely with bank alliances, sales teams, and internal support groups. Your work will deepen and retain client relationships and support revenue growth through strong client satisfaction.
What you'll do:
- Provide second-level phone and ticket support for SMB merchant clients, bank partners, and inside/outside sales associates on account maintenance and servicing needs
- Own and resolve client issues related to billing, reporting, payments, products, and solutions, coordinating with sales partners for any upsell opportunities
- Route, maintain, and track outstanding servicing requests, ensuring thorough and timely follow-up with clients and partners
- Provide advanced technical and product support, troubleshooting complex merchant account and transaction issues to resolution
- Collaborate with internal operations, risk, and technology teams to ensure client issues are resolved accurately and within agreed timeframes
- Document all client interactions, actions taken, and resolutions in case management tools for future reference and knowledge sharing
- Identify and escalate critical or at-risk issues, including potential retention risks, to the appropriate management or specialist teams
- Contribute feedback and ideas to enhance processes, tools, and knowledge content that improve client support and retention outcomes
Experience you'll need to have:
- 2+ years of experience in client service or technical support in a call center, financial services, merchant acquiring, or similar environment
- 1+ year of experience troubleshooting and resolving complex client or technical issues via phone and ticket/case systems
- 1+ year of experience documenting client interactions and solutions in CRM or case management tools
- 1+ year of experience supporting external clients or partners with strong verbal and written communication skills
- Experience using computer-based systems, telephony, and audio equipment to manage high-volume client interactions
- Associate degree or Bachelor’s degree in business, finance, information technology, or a related field, or equivalent combination of education, related experience and/or military experience
Experience that would be great to have:
- Experience supporting merchant services, card processing, or other financial technology products
- Familiarity with network and connectivity troubleshooting related to payment terminals or gateways
- Experience with remote desktop or screen-sharing support tools
- Proficiency in Spanish to support bilingual client interactions
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.
- You will work an assigned schedule of M–F 8:00 a.m.–5:30 p.m. or 10:30 a.m.–7:00 p.m. EST.
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.
Salary Range:
$40,000.00-$50,500.00
These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
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.
