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 Experience Manager
About your role:
As a Client Support Tier 2 – Sr Associate III, you support Community Financial Institution (CFI) clients by ensuring their merchant portfolios are processing accurately and efficiently. You will monitor client and merchant activity, manage issues and escalations, and maintain complete and accurate records. Your work strengthens financial institution (FI) relationships, supports portfolio retention, and reinforces trust in our ability to serve their customers.
What you’ll do:
- Support the retention and growth of the CFI portfolio by maintaining strong, proactive relationships with assigned FI clients.
- Monitor merchant activity and service queues for assigned FI clients, including open tickets, resolutions, and escalations.
- Own direct resolution of escalated inquiries for merchants and FI clients, maintaining clear, concise communication on complex topics.
- Maintain accurate and current client and merchant information, including contracts, communication logs, and product matrices.
- Collaborate with internal teams to ensure client issues are resolved thoroughly and within agreed timeframes.
- Document client interactions, root causes, and solutions in designated systems for future reference and trend analysis.
- Educate FI clients on relevant industry information and provide training on products, reporting, and self-service tools.
- Engage in continuous learning and development through training programs and on-the-job experiences.
- 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 customer service, relationship management, sales, or business development within payments, financial services, or a related environment.
- 2+ years of experience researching and resolving complex client issues or escalations, including documenting outcomes in case management or ticketing tools.
- Experience using Microsoft Office Suite, including creating and updating documents in Word, analyzing or tracking data in Excel, and managing professional communications in Outlook.
- High school diploma, General Education Development (GED) certificate, or higher, or equivalent combination of education, related experience, and/or military experience.
Experience that would be great to have:
- 2-year degree in business, finance, communications, or a related field, or equivalent combination of education, related experience, and/or military experience.
- Knowledge of financial technology products, card and merchant acquiring, and Fiserv platforms, systems, and operations.
- Experience supporting community or regional financial institutions and their commercial or small-business banking clients.
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 within the hours of 8am-6pm 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.
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.
