Client Support 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

About this role:

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. You will research service requests, troubleshoot account and technical issues, coordinate with specialized teams, and provide clear follow-up. Your work helps protect financial institution relationships while delivering accurate, timely, and compliant support.

What you'll do:

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

Experience you'll need to have:

• 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.

Experience that would be great to have:

• 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.

How you'll work:

• This role is remote Monday through Friday.
• This role requires use of a computer and audio equipment.
• You will work on an assigned schedule between the hours of 8 a.m. to 6 p.m. EST.

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 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.

Salary Range:

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 [email protected]. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Pleasedo not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.