Client Service Specialist

Fiserv•Hagerstown, MD

5d•$40,000 - $50,500•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 Service Specialist About your role: You will serve as a Client Service Specialist providing Level 2 phone and ticket support for small-to-mid-sized business (SMB) merchant clients in a call center environment. You will own issue resolution, support solution education and product penetration, and partner closely with bank alliances, sales teams, and internal support groups. Your work will deepen and retain client relationships and support revenue growth through strong client satisfaction.

Requirements

2+ years of experience in client service or technical support in a call center, financial services, merchant acquiring, or similar environment
1+ year of experience troubleshooting and resolving complex client or technical issues via phone and ticket/case systems
1+ year of experience documenting client interactions and solutions in CRM or case management tools
1+ year of experience supporting external clients or partners with strong verbal and written communication skills
Experience using computer-based systems, telephony, and audio equipment to manage high-volume client interactions
Associate degree or Bachelor’s degree in business, finance, information technology, or a related field, or equivalent combination of education, related experience and/or military experience

Nice To Haves

Experience supporting merchant services, card processing, or other financial technology products
Familiarity with network and connectivity troubleshooting related to payment terminals or gateways
Experience with remote desktop or screen-sharing support tools
Proficiency in Spanish to support bilingual client interactions

Responsibilities

Provide second-level phone and ticket support for SMB merchant clients, bank partners, and inside/outside sales associates on account maintenance and servicing needs
Own and resolve client issues related to billing, reporting, payments, products, and solutions, coordinating with sales partners for any upsell opportunities
Route, maintain, and track outstanding servicing requests, ensuring thorough and timely follow-up with clients and partners
Provide advanced technical and product support, troubleshooting complex merchant account and transaction issues to resolution
Collaborate with internal operations, risk, and technology teams to ensure client issues are resolved accurately and within agreed timeframes
Document all client interactions, actions taken, and resolutions in case management tools for future reference and knowledge sharing
Identify and escalate critical or at-risk issues, including potential retention risks, to the appropriate management or specialist teams
Contribute feedback and ideas to enhance processes, tools, and knowledge content that improve client support and retention outcomes

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.