Client Services Specialist

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 Services 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

·       Experience that would be great to have:

·       -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 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 onboardin