Client Experience Manager

Fiserv • Alpharetta, GA

4d • Onsite

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 Client Experience Manager About your role: As a Client Support Tier 2 – Sr Associate III, you support Community Financial Institution (CFI) clients by ensuring their merchant portfolios are processing accurately and efficiently. You will monitor client and merchant activity, manage issues and escalations, and maintain complete and accurate records. Your work strengthens financial institution (FI) relationships, supports portfolio retention, and reinforces trust in our ability to serve their customers. What you’ll do: Support the retention and growth of the CFI portfolio by maintaining strong, proactive relationships with assigned FI clients. Monitor merchant activity and service queues for assigned FI clients, including open tickets, resolutions, and escalations. Own direct resolution of escalated inquiries for merchants and FI clients, maintaining clear, concise communication on complex topics. Maintain accurate and current client and merchant information, including contracts, communication logs, and product matrices. Collaborate with internal teams to ensure client issues are resolved thoroughly and within agreed timeframes. Document client interactions, root causes, and solutions in designated systems for future reference and trend analysis. Educate FI clients on relevant industry information and provide training on products, reporting, and self-service tools. Engage in continuous learning and development through training programs and on-the-job experiences. Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Requirements

• 2+ years of experience in customer service, relationship management, sales, or business development within payments, financial services, or a related environment.
• 2+ years of experience researching and resolving complex client issues or escalations, including documenting outcomes in case management or ticketing tools.
• Experience using Microsoft Office Suite, including creating and updating documents in Word, analyzing or tracking data in Excel, and managing professional communications in Outlook.
• High school diploma, General Education Development (GED) certificate, or higher, or equivalent combination of education, related experience, and/or military experience.

Nice To Haves

• 2-year degree in business, finance, communications, or a related field, or equivalent combination of education, related experience, and/or military experience.
• Knowledge of financial technology products, card and merchant acquiring, and Fiserv platforms, systems, and operations.
• Experience supporting community or regional financial institutions and their commercial or small-business banking clients.

Responsibilities

• Support the retention and growth of the CFI portfolio by maintaining strong, proactive relationships with assigned FI clients.
• Monitor merchant activity and service queues for assigned FI clients, including open tickets, resolutions, and escalations.
• Own direct resolution of escalated inquiries for merchants and FI clients, maintaining clear, concise communication on complex topics.
• Maintain accurate and current client and merchant information, including contracts, communication logs, and product matrices.
• Collaborate with internal teams to ensure client issues are resolved thoroughly and within agreed timeframes.
• Document client interactions, root causes, and solutions in designated systems for future reference and trend analysis.
• Educate FI clients on relevant industry information and provide training on products, reporting, and self-service tools.
• Engage in continuous learning and development through training programs and on-the-job experiences.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees