Job Description

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

Client Support Tier 1

What does a great Client Support Tier 1 - Sr Associate II do?

As a Client Support Tier 1 - Senior Associate II, you will support daily operations by processing transactions, maintaining records, performing quality checks, and handling exceptions in automated chargeback processes. You will ensure work is completed accurately, efficiently, and in line with company policies and regulations.

You will collaborate with team members and other departments, resolve client queries, support process improvements, and help train and guide junior associates. Success in this role requires strong attention to detail, organizational skills, problem-solving ability, and a commitment to delivering excellent client service.

What you will do:

• Investigate and resolve customer disputes and complaints related to payment transactions.
• Review and process chargebacks, merchant inquiries, and transaction-related requests.
• Ensure disputes are handled accurately and in line with payment network rules and company policies.
• Research and respond to client queries regarding disputes, funding, and tax documentation.
• Maintain accurate records and update dispute management systems.
• Audit files and processes to ensure accuracy and compliance.
• Manage and resolve exceptions in automated chargeback processes using RPA tools.
• Review work completed by team members and systems to ensure quality and accuracy.
• Handle disputes from initial case creation through final resolution.
• Validate access requests and prepare performance reports for clients.
• Monitor team performance metrics and share updates to support operational excellence.
• Manage workflow and case volumes to meet service levels and turnaround times.
• Resolve complex client issues and escalations.
• Identify process improvement opportunities by analyzing workflows and performance data.
• Implement solutions to improve efficiency, productivity, and service quality.
• Work closely with internal teams to meet client service level agreements (SLAs).

What skills and knowledge you need to have:

• Strong verbal and written communication skills.
• Good research and investigation abilities.
• Experience in analyzing transaction data and resolving disputes.
• Knowledge of RPA tools, especially UiPath, is preferred.
• Strong analytical and problem-solving skills with attention to detail.
• Good time management and organizational skills.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Experience maintaining accurate records and tracking case resolutions.
• Ability to work with different teams to improve processes and service quality.
• Basic knowledge of Microsoft Excel and Word.
• Adaptable and comfortable working in changing environments.
• Ability to identify issues and escalate them when required.
• Minimum 2 years of experience in operations, production analysis, or process improvement roles.
• Strong data analysis skills with the ability to identify and prevent potential issues.
• Proactive approach to problem-solving and continuous improvement.

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.