Business Partner Support Specialist

Fiserv•Liberty Lake, WA

About The Position

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 Business Partner Support Specialist About your role: A Business Partner Support Specialist provides internal and external client solutions for compliance, end of life, complex issues and escalated items. This role requires knowledge of multiple products, the ability to deepen or retain relationships and research and solve complex issues. This position requires the ability to investigate and resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. Business Partner Support Specialists maintain and track outstanding servicing requests, provide thorough follow up and are accountable for the successful resolution of all customer requests. Additional responsibilities include working and escalating Inquiry-Point tickets submitted by Bank Partners for issues encountered within the Commerce Control Center application.

Requirements

One year of experience with merchant processing with Fiserv or Bank of America Merchant Services
Meeting in Business Objectives or Development Goals for current Fiserv role
Communicates clearly: Listens actively to others, engages in, and encourages two-way dialogue, selects the right level of communication for the audience, excellent written communication skills
Ability to work independently with minimal supervision
Openly shares feedback, information, ideas and best practices.
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.

Nice To Haves

Demonstrate superior problem solving and troubleshooting skills
Strong knowledge of Fiserv’s products and applications, systems, service models, and segment support.

Responsibilities

Provide merchant specific operational support to Bank Partners on procedures and help solve client/banker concerns
Proficient with navigating the CCC reporting platform
Completing successful follow-ups to ensure accuracy, client-satisfaction, and timely resolution
Provide feedback to leadership regarding procedures that may be out of process or outside of the scope of client needs
Serve as a mentor for agents new to role by providing support, reference material, and real-time recommendations via chat, email, or floor support
Possess expanded knowledge of proprietary or external systems outside of normal production scenarios
Engage in escalated calls, emails, and correspondence from Merchants, Business Partners, and Leadership Team
Navigate through various systems, including CCC, North, South, Proprietary and TSYS platform applications in an effort to research and resolve inquiries
Effectively respond to merchant issues regarding interchange and chargeback compliance, merchant billing, funding and batch detail reports, e-Commerce products and reporting to resolve client concerns and answer questions
Provide merchant specific operational support to Relationship Teams/Sales on procedures and escalation points within portfolio
Resolve merchant inquiries regarding billing, reporting, payments, products and solutions researching and responding with a solution
Communicate clearly

Benefits

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