Remote Fraud Customer Service Associate

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

Remote Fraud Customer Service Associate

About your role:
At Fiserv, we enable payments and financial services that help clients move money securely and efficiently. The Remote Customer Service Associate will join a support team focused on resolving electronic transaction inquiries and maintaining strong client relationships. This role supports operational reliability and client satisfaction through accurate issue resolution and timely case management.
What you’ll do:

• Receive inbound calls from clients including bank partners, merchants, and cardholders, efficiently resolving their issues to their satisfaction.
• Provide great experience for clients through active listening, effective communication, and insightful problem-solving.
• Efficiently navigate multiple systems and screens to access account details, verify client information, and conduct research to resolve inquiries.
• Utilize the customer relationship management system to ensure up-to-date and reliable client records.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you’ll need to have:

• 1+ years of experience in a call center or customer service environment.
• High school diploma or equivalent.

Experience that would be great to have:

• Previous remote customer service experience.
• Demonstrated stable job tenure of one year or more in each position.
• Experience in a customer-facing call center environment, preferably with merchants or financial institutions.
• Proven experience using customer service software, CRM systems, and relevant technologies.

How you’ll work:

• This role requires being on-call during non-standard and/or overnight hours on a rotational basis.
• This role requires flexibility to work overtime that includes weekends and holidays.
• This role requires the following home computer and audio equipment requirements:
• Speed/Stability Requirements- 30mbps download, 15mbps upload, less than 50ms average latency, cannot exceed 125ms max latency and hardwired directly to router.
• ISP requirements- no cellphone tower-based internet such as T-Mobile 5G or Verizon 5G home internet due to high latency and fluctuating network conditions. The only recommended Internet service types are fully wired-based connections including DSL, Broadband, Cable, and Fiber Optic services.
• Local Network Requirements- no community-based internet such as networks provided by apartment complexes. The issue primarily lies in CGNAT (Carrier-Grade NAT) is a variant of NAT that is used by internet service providers (ISPs) to provide internet access to their customers. CGNAT works by allowing multiple customers to share a single, public IP address. Agents should have their own ISP and their own router.

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 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 used for rewards
• Eight Employee Resource Groups to foster a collaborative culture
• Unparalleled professional growth with training, development, and internal mobility opportunities
• Retirement planning and discounted shares with the Employee Stock Purchase Plan
• Medical, dental, vision, life, and disability insurance options available day one
• Tuition assistance and reimbursement program
• Paid parental, caregiver, and military leave

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.

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