Account Specialist - PNC (Second Shift)

Fiserv•Hagerstown, MD

2d•Hybrid

About The Position

As an Account Specialist supporting PNC Merchant Services, you provide advanced customer service to merchants, resolving complex payment processing issues and ensuring high levels of client satisfaction. You collaborate with operations, risk, and technology teams to deliver timely, effective solutions. Your work improves client outcomes and reinforces Fiserv’s commitment to excellence in commerce and payments.

Requirements

2+ years of experience providing technical support or customer service for financial technology, merchant services and/or similar discipline
Experience in troubleshooting and problem resolution
Experience in technical documentation
Experience with Microsoft Office (Word, Excel)
An equivalent combination of education, work, and/or military experience.
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.

Nice To Haves

Experience with remote desktop support tools

Responsibilities

Resolve complex merchant support cases across payment processing, settlement, and terminal issues through phone, email, and case management.
Collaborate with internal teams (operations, risk, technology) to triage, prioritize, and drive timely resolution for client-impacting issues.
Document interactions, root causes, and solutions; contribute to knowledge base and standard operating procedures for future reference.
Identify trends and recurring issues; recommend process or product improvements to enhance client support services.
Escalate critical incidents using defined severity and service-level criteria; follow through until closure.
Educate clients on tools, statements, fees, and best practices to reduce repeat contacts and improve satisfaction.
Participate in continuous learning through training programs and on-the-job experiences; maintain current knowledge of merchant services.

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 and discounted shares with the Employee Stock Purchase Plan
Tuition assistance and reimbursement program
Paid parental, caregiver, and military leave