Complaint Analyst

Fiserv

5d•$39,000 - $53,475•Remote

About The Position

We are seeking a highly skilled Complaint Analyst to support and improve our complaint handling operations. In this dynamic role, you will blend daily operational execution with analytical insight—ensuring complaints are resolved efficiently, accurately, and in alignment with performance targets. You will investigate issues, analyze trends, enhance processes, and work cross-functionally to elevate the experience for both consumers and merchants. Your work will directly influence service quality, operational efficiency, and client satisfaction.

Requirements

2+ years of experience in complaint resolution, operations, or customer service using complaint management systems such as Client360, eMSA, or similar internal tools.
Experience performing data analysis and producing operational reports using Microsoft Excel for filtering, formatting, and data organization.
Experience delivering onboarding or ongoing training, documentation, or knowledge management in an operations or contact center environment.
Experience working independently and applying policy and contractual guidelines accurately to validate and resolve client complaints.
Proven record of strong attendance, reliability, and high performance.
Bachelor's degree or higher in Business, Finance, Communications, or related field or equivalent combination of education, related experience and/or military experience.

Nice To Haves

3+ years of experience in implementations, operations, or complaint resolution.
Experience with tools such as eMSA, Client360, Outlook, Word, Excel, Business Track, FDPOS, Smart Guide, SharePoint, CMS/Sidekick.
Understanding of both Non‑Merchant (Biller Solutions, Card Services, Digital Solutions, Issuer Solutions, Prepaid) and Merchant (Clover, GBS Acquiring) business lines.
Exceptional written and verbal communication skills and demonstrated ability to improve client satisfaction through issue resolution.

Responsibilities

Manage daily complaint workflows to ensure compliance with SLAs and performance standards.
Audit complaint entries for accuracy, completeness, and policy alignment.
Investigate customer issues using Client360, the Complaint Module, and other internal systems.
Escalate and resolve complex cases promptly to minimize disruption.
Maintain up-to-date knowledge of products, initiatives, policies, and procedures across business lines.
Deliver onboarding and ongoing training for new hires within the complaint handling process and support the rollout of client-specific or updated procedures.
Build and maintain internal knowledge bases, guides, and procedural documentation and serve as a trusted liaison between clients and internal departments to drive issue resolution.
Analyze complaint data to identify root causes, trends, and opportunities for improvement, produce actionable reports to support operational insight and leadership decision-making, and recommend and help implement process enhancements to improve accuracy and efficiency.
Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

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.