Client Service Associate supporting Account Management team within Business Insurance sector. Ensures client needs are met through effective communication and organizational skills in hybrid work environment.
About the role
- Client Support Tier 2 role at Fiserv serving enterprise merchants with payment solutions and services. Collaborating with internal teams to resolve complex client issues and support ongoing needs.
Responsibilities
- Serve as the primary point of contact for assigned merchants using CardConnect or BluePay gateway technology and/or merchant services.
- Expedite completion of key merchant services tasks, including account updates, interchange analysis and Tier 1 gateway troubleshooting.
- Respond to client inquiries via email, phone, online presentations, screen-sharing sessions and in-person meetings, ensuring timely and accurate follow-up.
- Develop and maintain trusted advisor relationships with client stakeholders and executive sponsors to support retention and growth.
- Monitor and analyze client usage of CardPointe and related solutions to identify trends, adoption opportunities and potential issues.
- Partner with integration and sales teams to onboard new merchants as they move into production on the CardConnect gateway, ensuring a smooth transition.
- Maintain current knowledge of the payments industry and CardPointe capabilities through continuous learning and collaboration with internal product managers.
Requirements
- 3+ years of experience in relationship management, account management or customer service supporting external clients, preferably in a technology or financial services environment.
- Experience troubleshooting and triaging client issues, including gathering details, replicating problems and coordinating resolutions with technical teams.
- Demonstrated ability to manage multiple priorities simultaneously with strong attention to detail and follow-through.
- Proficiency with Microsoft Office Suite (Outlook, Excel, Word and PowerPoint) or similar productivity tools.
- Bachelor’s degree in business, finance, information systems or a related field, or equivalent combination of education, related experience and/or military experience.
- Experience supporting merchants or clients in the payments industry, including card-present and card-not-present transaction flows.
- Familiarity with CardPointe, CardConnect, BluePay or similar payment gateway and merchant acquiring platforms.
- Experience working with large national or enterprise-level clients with complex account structures or integration requirements.
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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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