Customer Service - Sr. Associate II

Fiserv•Hagerstown, MD

13h•$39,000 - $46,500•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 Customer Service - Sr. Associate II About your role: As a Franchise Priority Unit Associate, you will serve as a dedicated point of contact for franchise owners and multi-location operators with priority service needs. You will manage escalated cases, coordinate cross-functional resolution, and communicate clearly with stakeholders to support timely outcomes. Your work helps protect the franchise experience, strengthen client relationships, and improve confidence in Fiserv support. What you'll do: Serve as a primary point of contact for franchise owners, operators, and field leadership for priority cases through phone, email, and case management tools. Triage incoming requests by confirming issue severity, identifying business impact, and initiating escalation paths using defined support processes and service expectations. Own cases from intake through resolution by gathering details, coordinating internal actions, documenting progress, and maintaining accountability for follow-up. Provide proactive status updates, next steps, and resolution details to franchise partners using clear, business-relevant communication. Conduct follow-up outreach after incidents or case resolution to confirm outcomes, reinforce trust, and identify additional support needs. Identify recurring issues and case trends, summarize findings, and support recommendations that improve tools, processes, or service delivery. Maintain accurate case documentation and follow required authentication, privacy, and data handling procedures in support systems. Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Requirements

2+ years of experience supporting customers in a call center, financial services, or similarly high-volume service environment with direct customer interaction.
2+ years of experience managing customer issues through resolution using case documentation, follow-up communication, and established service processes.
Experience communicating with customers by phone, email, or case management systems while handling multiple priorities in a metrics-driven environment.
Experience using computer-based systems and audio equipment to support customer interactions, issue tracking, and case updates.
High school diploma, General Educational Development (GED), or equivalent combination of education, related experience and/or military experience.

Nice To Haves

Experience supporting franchise owners or multi-location operators in an escalation, service recovery, or relationship-based support environment.
Experience coordinating with cross-functional teams to resolve complex customer issues and remove blockers.
Experience identifying trends in case activity and supporting process, documentation, or knowledge improvements.
Associate's Degree in business, communications, a related field, or equivalent combination of education, related experience and/or military experience.

Responsibilities

Serve as a primary point of contact for franchise owners, operators, and field leadership for priority cases through phone, email, and case management tools.
Triage incoming requests by confirming issue severity, identifying business impact, and initiating escalation paths using defined support processes and service expectations.
Own cases from intake through resolution by gathering details, coordinating internal actions, documenting progress, and maintaining accountability for follow-up.
Provide proactive status updates, next steps, and resolution details to franchise partners using clear, business-relevant communication.
Conduct follow-up outreach after incidents or case resolution to confirm outcomes, reinforce trust, and identify additional support needs.
Identify recurring issues and case trends, summarize findings, and support recommendations that improve tools, processes, or service delivery.
Maintain accurate case documentation and follow required authentication, privacy, and data handling procedures in support systems.

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.