[Hiring] Client Support Specialist @Fiserv

Role Description

As a Remote Client Support Specialist, you will provide relationship-driven support for Community Financial Institutions partners, their merchants, and internal teams across approved phone, email, and case-management channels. Your work helps protect financial institution relationships while delivering accurate, timely, and compliant support.

• Serve as a primary service contact for Community Financial Institutions partners; credit unions, merchants, Business Consultants, Account Executives, Relationship Managers, and internal stakeholders through inbound and outbound calls, email, Client360 Merchant, InquiryPoint, and approved case-management channels.
• Own service inquiries from intake through closure by authenticating callers, clarifying needs, assessing urgency, documenting case details, coordinating with the correct team, providing status updates, and confirming next steps.
• Research and resolve account maintenance, billing, funding, transaction, equipment, portal access, chargeback, and merchant servicing questions within assigned authority and approved procedures.
• Troubleshoot technical and product-related issues for terminals, point-of-sale devices, Clover, CardConnect, CardPointe, and other merchant-service platforms by following documented support paths and escalation requirements.
• Triage requests by severity, partner or merchant impact, aging, and service-level expectations while escalating stalled, high-risk, high-impact, or time-sensitive matters through the defined Community Financial Institutions support path.
• Maintain complete case notes that include the issue, research completed, systems reviewed, actions taken, dependencies, owner, promised follow-up, and next update date.
• Identify repeat contacts, routing issues, aging work, process gaps, and recurring client pain points, then share observations that can improve procedures, training, queue design, first-contact resolution, and partner experience.

Qualifications

• 2+ years of experience in customer-facing support within a call center, financial services, banking, payments, merchant services, or comparable support environment.
• 2+ years of experience managing customer requests through phone, email, and case-management channels while maintaining accurate documentation, ownership, and follow-up commitments.
• Experience researching account, billing, transaction, funding, equipment, or technical support questions using documented procedures and approved knowledge-management resources.
• Ability to manage a steady flow of calls, emails, and cases while prioritizing competing needs, meeting service expectations, and escalating issues within documented authority.
• Ability to communicate clearly in writing and verbally with clients, merchants, financial institution partners, and internal teams while explaining next steps, status updates, and confirmed information.
• Experience using multiple business systems, customer relationship management tools, case-tracking tools, telephony tools, or merchant-support platforms.
• High school diploma or higher, or equivalent combination of education, related experience and/or military experience.

Requirements

• Experience supporting community banks, credit unions, referral channels, agent channels, or relationship-based financial institution service models.
• Working knowledge of merchant acquiring operations, including boarding, billing, pricing, funding, settlement, account maintenance, chargebacks, risk, underwriting, collections, and equipment lifecycle support.
• Experience with Clover, CardPointe, CardConnect, Client360, InquiryPoint, FDPOS, Commerce Control, BusinessTrack, or similar merchant-service platforms.
• Experience creating or validating process documentation, job aids, knowledge articles, case timelines, or training materials.

Benefits

• 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 including 401k match and discounted shares with the Employee Stock Purchase Plan.
• Tuition assistance and reimbursement program.
• Paid parental and military leave.