French-bilingual Client Operations Support Associate

Fiserv•Mississauga, ON

8d•Onsite

About The Position

At Fiserv, the French-bilingual Client Operations Support Associate plays a critical role in supporting client and merchant operations by delivering exceptional service, resolving complex issues, and supporting continuous improvement efforts. In this role, you will serve as a primary point of contact for TD-acquired merchants and internal Sales Advisors, providing high-quality Level 2 support through inbound phone and email interactions. The position will also support Sales Advisors by assisting with Clover terminal support and all pre-boarding activities related to TD Marketplace clients. You will support merchant onboarding by training businesses on Clover POS hardware, terminals, and merchant services, combining technical knowledge with a customer-focused approach to ensure merchants feel confident using Clover from day one. You will play a vital role in achieving one-call resolution, resolving complex inquiries, and delivering an exceptional client experience while maintaining accuracy, compliance, and professionalism.

Requirements

2+ years of experience in client support or call center experience.
1-2+ years of experience with CRM tools and ticketing systems.
2+ years of experience in financial services or fintech industries.
2+ years of experience in managing client accounts and service requests.
Bilingual - fluent in English and French.
Knowledge of PC software and mainframe application sufficient to enter and access customer information (i.e. FLBOSS, My Sales Office, FDMP, FDPOS, others)

Nice To Haves

Bachelor’s degree in Business, Finance, or a related field and/or equivalent military experience.
3+ years of experience with Fiserv systems or similar financial services platforms.
3+ years of experience familiarity with onboarding or pre‑boarding processes
Experience working with shared inboxes, ticketing systems, or CRM platforms
Ability to adapt quickly to changing workflows and business needs
Knowledge of Microsoft Excel, Microsoft Access, and the Clover platform.

Responsibilities

Serve as a primary point of contact for business owners and internal partners, providing high‑quality Level 2 support for merchant services through inbound phone and email interactions
Respond promptly and professionally to customer inquiries, delivering accurate information on products, services, billing, fees, and account details
Troubleshoot and resolve complex issues with a strong focus on one‑call resolution, escalating when appropriate while maintaining ownership of the customer experience
Explain billing statements, terminal charges, and fees clearly and accurately
Process refunds, resolve shipping issues, and manage merchant account updates
Assist clients with hardware installation, device activation, and account setup
Serve as the primary point of contact during onboarding, providing guidance, troubleshooting, and follow‑up consultations to ensure continued success and satisfaction
Document all customer interactions, account updates, and onboarding progress accurately and in real time within CRM systems
Collaborate with team members and cross‑functional partners to ensure seamless service delivery and timely resolution of internal and external issues
Handle customer complaints with empathy, professionalism, and solution‑oriented communication within established guidelines

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