Client Support Specialist

🔥 0 minutes ago

🐊 Florida, Maryland – Remote

🐊 Florida – Remote 🦀 Maryland – Remote

💵 $39k - $53k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Fiserv

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Fiserv is a leading global provider of financial services technology solutions. The company offers a wide range of services including payments and financial services technology for individuals, businesses, and financial institutions. Fiserv supports various sectors such as large enterprises, small businesses, financial institutions, credit unions, and the public sector with digital banking, payment processing, and commerce solutions. Their platforms enable fintech and software providers to integrate and monetize payments effectively. Additionally, Fiserv is committed to corporate social responsibility and has initiatives to support diverse and small businesses.

📋 Description

• Serve as a primary service contact for Community Financial Institutions partners, credit unions, merchants, Business Consultants, Account Executives, Relationship Managers, and internal stakeholders • Handle inbound and outbound calls, email, Client360 Merchant, InquiryPoint, and approved case-management channels • Own service inquiries from intake through closure, including authentication, needs clarification, urgency assessment, case documentation, coordination, status updates, and next steps • Research and resolve account maintenance, billing, funding, transaction, equipment, portal access, chargeback, and merchant servicing questions • Troubleshoot terminal, point-of-sale, Clover, CardConnect, CardPointe, and other merchant-service platform issues • Triage requests by severity, impact, aging, and service-level expectations; escalate high-risk, high-impact, stalled, or time-sensitive matters • Maintain complete case notes covering research, systems reviewed, actions, dependencies, ownership, promised follow-up, and next update date • Identify repeat contacts, routing issues, aging work, process gaps, and recurring client pain points to improve procedures, training, queue design, first-contact resolution, and partner experience

🎯 Requirements

• 2+ years of experience in customer-facing support within a call center, financial services, banking, payments, merchant services, or comparable support environment • 2+ years of experience managing customer requests through phone, email, and case-management channels while maintaining accurate documentation, ownership, and follow-up commitments • Experience researching account, billing, transaction, funding, equipment, or technical support questions using documented procedures and approved knowledge-management resources • Ability to manage a steady flow of calls, emails, and cases while prioritizing competing needs, meeting service expectations, and escalating issues within documented authority • Clear written and verbal communication with clients, merchants, financial institution partners, and internal teams • Experience using multiple business systems, CRM tools, case-tracking tools, telephony tools, or merchant-support platforms • High school diploma or higher, or equivalent combination of education, related experience and/or military experience • Valid and unrestricted U.S. work authorization; candidates requiring sponsorship now or in the future are not eligible • Experience supporting community banks, credit unions, referral channels, agent channels, or relationship-based financial institution service models • Working knowledge of merchant acquiring operations, including boarding, billing, pricing, funding, settlement, account maintenance, chargebacks, risk, underwriting, collections, and equipment lifecycle support • Experience with Clover, CardPointe, CardConnect, Client360, InquiryPoint, FDPOS, Commerce Control, BusinessTrack, or similar merchant-service platforms • Experience creating or validating process documentation, job aids, knowledge articles, case timelines, or training materials

🏖️ Benefits

• Fuel Your Life program supporting 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 with points redeemable for rewards • Eight Employee Resource Groups • Professional growth with training, development, and internal mobility opportunities • Medical, dental, vision, life, and disability insurance options available from day one • Retirement planning including 401k match and discounted shares through the Employee Stock Purchase Plan • Tuition assistance and reimbursement program • Paid parental and military leave