Client Support Advisor

Fiserv•Coral Springs, FL

3d•Remote

About The Position

The Client Support Advisor serves as a primary point of contact for Wells Fargo bankers, sales associates, and merchant partners within a high-volume merchant services environment. This role requires strong problem-solving skills, ownership of client issues, and the ability to resolve complex inquiries while delivering an exceptional customer experience. Your role is critical in enhancing the client’s experience by delivering timely and effective solutions.

Requirements

High school diploma or equivalent
1+ year of experience in troubleshooting and problem resolution
1+ year of experience in technical documentation
1+ year of experience in client interaction and communication
Strong customer service and communication skills
Ability to manage high call volume and multitask effectively
Strong analytical and problem-solving skills
Ability to de-escalate and resolve complex customer concerns
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

Experience in merchant services, financial services, or a call center environment
Knowledge of financial technology products
Understanding of network troubleshooting
Experience with remote desktop support tools

Responsibilities

Handle 500+ inbound calls per month from bankers, business consultants, account managers, and merchants
Take full ownership of customer inquiries from intake through resolution or escalation
Resolve complex issues related to: Payment processing and interchange qualification, Chargebacks, billing, and funding investigations, Statement reviews, pricing, and fee inquiries, Account maintenance and updates, PCI compliance and product support
Provide technical support, including troubleshooting payment terminals and assisting with downloads and setup
Support equipment and account changes (add/remove devices, update features, issue call tags)
Perform refund and pricing negotiations while balancing business objectives and customer retention
Document client interactions and ensure accurate tracking of issues and resolutions
Collaborate with internal teams to resolve escalations and improve service delivery
Identify process improvement opportunities and support operational enhancements

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