PST Account Manager

Fiserv•Hagerstown, MD

58d

About The Position

As a PST Account Advisors at Fiserv, you will play a crucial role in driving merchant satisfaction and retention within our team. You will be responsible for overseeing a team managing a portfolio of 250+ household merchant accounts, ensuring seamless operations and exceptional customer service. Your leadership will foster a collaborative environment, helping your team excel in handling complex investigations and positively influencing customer satisfaction.

Requirements

High school graduate/GED
Minimum 2 years’ experience in account management
2 years’ customer service experience, specifically in dealing with merchants
Strong leadership, communication, and organizational skills
Availability to work Monday-Friday, 10:30 am - 7:30 pm
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

Familiarity with MSA, Remedy, Client Line, Business Track, Merchant Manager, Microsoft Teams, Excel, and FDPOS.
Technical expertise to assist team members with troubleshooting equipment.
4+ years of experience in Merchant Services or Customer Service.

Responsibilities

Supervise a team managing 250+ merchant accounts, ensuring full accountability and ownership over account activities.
Provide ongoing support to team members dealing with inquiries related to pricing, products, services, chargebacks, complaints, billing disputes, and equipment troubleshooting.
Monitor and assist with identifying and resolving processing issues, including interchange qualification, chargebacks, and billing investigations.
Ensure the team performs account maintenance tasks, facilitates PCI compliance, addresses product queries, and provides troubleshooting assistance for terminal products.
Conduct terminal downloads, offer training for new and existing customers, and ensure the team is equipped to manage equipment-related needs effectively.
Oversee bi-monthly and annual household reviews, focusing on interchange qualification and chargeback trends, while encouraging team participation in these evaluations.
Enable your team to educate merchants about all aspects of Merchant Services and compliance requirements.
Assist team members in engaging in pricing and contract negotiations using WFMS proprietary tools.
Work alongside security and risk management teams to oversee reserves, fraud management, and portfolio financials.

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