Senior Client Support Professional

Fiserv•Coral Springs, FL

1d•Remote

About The Position

As a Senior Client Support Professional, you will provide advanced support for leasing-focused client issues, helping to resolve complex inquiries and service requests across products, platforms, and operational processes. You will work closely with clients, Tier 1 support, product, operations, and technical teams to diagnose issues, manage escalations, and improve service outcomes. Your work helps maintain client confidence, service continuity, and operational accuracy by taking an account manager, hands-on approach.

Requirements

4+ years of experience in client support, customer operations, or service delivery within financial services, payments, lending, leasing, or a related regulated environment
4+ years of experience troubleshooting client issues, managing escalations, and resolving cases using defined service-level agreements and case management processes
4+ years of experience documenting issues, analyzing root causes, and coordinating resolution across business, operations, and technical teams
Experience using ticketing, case management, and knowledge management tools to track incidents, document outcomes, and support recurring issue resolution
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 communicating technical or process-related issues to client and internal audiences in a clear, action-oriented manner
Bachelor’s degree or higher in business, finance, information systems, or a related field, or an equivalent combination of education, related experience, and/or military experience
Experience supporting leasing products, lease servicing operations, or equipment finance workflows
Experience working with incident management, problem management, or service management frameworks
Experience identifying support trends and using reporting to recommend operational improvements

Responsibilities

Investigate and resolve complex client support issues related to leasing products, workflows, transactions, and platform functionality
Manage escalated cases from Tier 1 support by identifying root causes, documenting findings, and driving issues through resolution
Communicate case status, resolution steps, and service impacts to clients and internal stakeholders through clear and timely updates
Partner with product, technology, and operations teams to troubleshoot defects, validate fixes, and support issue remediation
Monitor support queues, service-level commitments, and case trends to prioritize work and improve response and resolution times
Create and maintain case documentation, knowledge articles, and process updates to support consistent service delivery and issue prevention
Identify recurring support themes and recommend process, training, or system improvements based on case data and client feedback

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