[Hiring] Manager Client Support I @Fiserv

Role Description

The Client Support Manager leads Community Financial Institutions (CFI) merchant services support operations for merchants, financial institution partners, and internal teams. You will manage service delivery, associate performance, escalation handling, operational controls, and process improvements. Your work helps improve inquiry resolution, support consistency, regulatory adherence, and partner communication across CFI merchant services.

• Lead daily CFI merchant services support operations, including assigned associates, team leads, or supervisors within the reporting structure.
• Align staffing, schedules, backup coverage, and workload distribution with call volumes, inquiry demand, partner needs, and service commitments.
• Interview, onboard, coach, cross-train, and develop associates to improve product knowledge, issue resolution, documentation, and service delivery.
• Conduct team and individual check-ins, complete performance reviews, address training needs, and coordinate people-management matters with HR.
• Own CFI support workflows from intake and triage through assignment, resolution, follow-up, and closure.
• Oversee escalations, assign primary and backup ownership, coordinate timely resolution, and provide accurate status updates to stakeholders.
• Monitor service levels, inquiry aging, backlog, quality, productivity, repeat contacts, and resolution trends to identify risks and corrective actions.

Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Qualifications

• 6+ years of experience in operations, client support, merchant services, financial services, or financial institution support environments.
• 2+ years of experience managing and developing teams in a customer support, operations, or service delivery environment.
• 3+ years of experience managing service levels, inquiry queues, escalation processes, staffing plans, or operational reporting.
• 3+ years of experience developing procedures, maintaining knowledge resources, or implementing process improvements with leadership or compliance approval.
• 2+ years of experience using Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, internet-based tools, and email for reporting, documentation, and communication.
• 2+ years of experience preparing written updates, presenting operational results, analyzing service trends, and documenting issue resolution actions.
• Bachelor’s degree or higher in Business Administration, Finance, Operations Management, or a related field or equivalent combination of education, related experience and/or military experience.

Requirements

• Experience supporting Community Financial Institutions merchant services, financial institution partners, or a comparable merchant support operational function.
• Experience leading cross-functional projects, root-cause analysis, or process-improvement initiatives across operations, training, compliance, and relationship management teams.
• Experience participating in financial institution partner visits, account reviews, service reviews, or merchant issue resolution discussions.
• Experience developing merchant services procedures, partner education content, or associate development programs.

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.