Client Service Advisor Pod Lead

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 Advisor Pod Lead

What does a Great PST  WFMS POD Lead do at Fiserv?

As a Team Lead for Wells Fargo Merchant Service PST Account Advisors at Fiserv, you will play a crucial role in driving merchant satisfaction and retention within our team. You will be responsible for overseeing a team managing a portfolio of 250+ household merchant accounts, ensuring seamless operations and exceptional customer service. Your leadership will foster a collaborative environment, helping your team excel in handling complex investigations and positively influencing customer satisfaction.

What You Will Do:

• Supervise a team managing 250+ merchant accounts, ensuring full accountability and ownership over account activities.
• Provide ongoing support to team members dealing with inquiries related to pricing, products, services, chargebacks, complaints, billing disputes, and equipment troubleshooting.
•  Monitor and assist with identifying and resolving processing issues, including interchange qualification, chargebacks, and billing investigations.
• Ensure the team performs account maintenance tasks, facilitates PCI compliance, addresses product queries, and provides troubleshooting assistance for terminal products.
• Conduct terminal downloads, offer training for new and existing customers, and ensure the team is equipped to manage equipment-related needs effectively.
•  Oversee bi-monthly and annual household reviews, focusing on interchange qualification and chargeback trends, while encouraging team participation in these evaluations.
•  Enable your team to educate merchants about all aspects of Merchant Services and compliance requirements.
•  Assist team members in engaging in pricing and contract negotiations using WFMS proprietary tools.
•  Work alongside security and risk management teams to oversee reserves, fraud management, and portfolio financials.

What You Will Need to Have:

• High school graduate/GED
• Minimum 2 years’ experience in account management
• 2 years’ customer service experience, specifically in dealing with merchants
• Strong leadership, communication, and organizational skills
• Availability to work Monday-Friday, 10:30 am - 7:30 pm

What Would Be Great to Have:

• Familiarity with MSA, Remedy, Client Line, Business Track, Merchant Manager, Microsoft Teams, Excel, and FDPOS.
• Technical expertise to assist team members with troubleshooting equipment.
• 4+ years of experience in Merchant Services or Customer Service.

Salary Range:

$40,000.00-$53,600.00

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 representativ