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
SMB Merchant Installation & Training Team
About your role:
As a Client Support Tier 2 – Sr Associate III, you will provide advanced technical and product support to new and existing clients, ensuring their processing equipment and solutions are installed, configured and functioning as intended. You will partner closely with Business Consultants and cross-functional support teams to resolve complex issues, correct setup errors and educate clients on key requirements, helping them get maximum value from their payment solutions.
What you'll do:
- Deliver professional onboarding support for new clients and Business Consultants, including setup, installation and training on processing equipment.
- Manage scheduled installation appointments and warm transfers from other support teams, ensuring timely resolution of client needs.
- Assist and support Business Consultants with complex installation requirements and account setup questions.
- Educate clients on value-added products and services to drive adoption and optimize their processing capabilities.
- Review client pricing structures, transaction volume, funding, batching and statement details to validate accuracy and identify issues.
- Identify and correct boarding errors and configuration issues impacting client processing or reporting.
- Educate clients on Payment Card Industry (PCI) compliance requirements and guide them through the steps necessary to achieve and maintain compliance.
- Prioritize daily workload in alignment with scheduled appointments and collaborate with client retention teams to address attrition risks.
- Navigate multiple customer relationship management (CRM) systems and associated platforms to research, document and resolve client issues.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you'll need to have:
- 2+ years of experience in client support, technical support or onboarding in a financial services, payment processing, telecommunications or similar technology-driven environment.
- 2+ years of experience working with technology-related products, hardware or software installations, or equipment configuration in a client-facing context.
- Demonstrated experience using CRM systems and standard PC tools (including Microsoft Excel and PowerPoint) to document, track and communicate client issues and resolutions.
- Proven ability to manage multiple priorities, organize daily work against scheduled appointments and solve problems independently while meeting individual and team goals.
- Experience communicating clearly with both internal stakeholders and external clients, including explaining technical information in an accessible way.
- High school diploma or equivalent combination of education, related experience and/or military experience.
Experience that would be great to have:
- Experience with payment processing products, platforms, systems or related operational areas.
- Background in technical field installations, on-site deployments or remote installation support.
- Bilingual proficiency in English and Spanish, with the ability to support Spanish-speaking clients.
- Experience analyzing client or industry metrics and trends to identify risks, opportunities or process improvements.
How you'll work:
- This role is on-site Monday through Friday 8pm-6pm EST for the first 8 weeks for training. After on site training concludes the role will shift to a remote schedule but you must reside near the Coral Springs, FL or the Hagerstown, MD office
- This role requires use of a computer and audio equipment.
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.
