Client Service Advisor

Fiserv•Omaha, NE

8d•Onsite

About The Position

As a Client Service Advisor supporting Clover Partner Solutions, you help independent sales organizations (ISOs) achieve operational success with Clover from Fiserv. You build strong relationships with ISOs and collaborate closely with the Clover Help Desk, Clover Engineering and Development, and Hardware Services. You serve as a trusted advocate for partners, ensuring issues are resolved quickly and consistently to support their business growth.

Requirements

6+ years of experience in customer service, client support, or account management, including direct phone-based and written communication with external clients or partners
Experience managing partner or client escalations and driving issues to resolution within defined SLAs
Experience supporting technology-enabled products or platforms and learning new tools and systems quickly
Strong interpersonal and relationship management skills with the ability to build trust and credibility with external partners and internal teams
Demonstrated ability to work independently with minimal supervision while managing multiple priorities
Effective written and verbal communication skills, including documenting issues and resolutions clearly and concisely
High school diploma or equivalent, or equivalent combination of education, related experience and/or military experience

Nice To Haves

Bachelor’s degree, or equivalent combination of education, related experience and/or military experience
2+ years of experience in the payments, merchant acquiring, or financial services industry
Familiarity with Clover from Fiserv, Fiserv products and platforms, and ISO operating models
Experience working in environments with shifting priorities and demonstrated ability to resolve issues with urgency

Responsibilities

Manage time-sensitive inquiries from external partners and internal departments, providing responses within defined service level agreements (SLAs)
Advocate partner concerns to internal teams and manage clear, timely communication of resolutions
Communicate with clarity and confidence to diagnose issues and drive effective problem resolution
Actively listen to understand partner needs and respond with appropriate actions or guidance
Own partner experience and operational escalations, including direct 1:1 phone contact when needed
Identify operational gaps, analyze and research escalated issues, propose solutions, and escalate critical items to management when appropriate
Maintain accountability for in-depth knowledge of Clover solutions, processes, and procedures that impact ISOs
Educate partners on best operational practices and workflows that enhance their business success
Engage in continuous learning to expand product and operational knowledge, including understanding the product lifecycle and common ISO setups
Organize, prioritize, and set goals to consistently meet service commitments and individual responsibilities

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.