Snr Technical & SaaS Client Specialist

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

Responsibilities

• Proactive or adhoc pricing requests for existing merchants
• Provide referral Direct Sales Team for new additional facility requests
• Facilitate additional devices to Operations and Service teams for existing merchants
• Provide assistance for change of account or address details, online service portal facility access.
• Work in collaboration with key internal teams to seek additional information from merchants on business or transaction activity to align with Fiserv compliance, risk and credit guidelines.
• Circulate relevant compliance updates on behalf of schemes on changes relating to transaction processing.
• Analysis of merchant activity including; repeat services calls, transaction activity, chargeback volumes and held transactions.
• Initiative communications to merchants who complete LTR (Likely to Recommend) surveys for ‘Detractor’ and ‘Request a call-back’ responses
• Manage complaints raised through the direct or referral channels.
• Communicate updates to merchants on; software updates, products features, scheduled system maintenance and information that may assist with running their business.
• Responsible for the overall satisfaction and proactive retention of customers through knowledge of Fiserv’s core business and product.
• Ongoing portfolio review and maintain of merchant profile information.
• Adherence to Fiserv policies and procedures.

What are we looking for?

• Proven experience in a fintech, SaaS, or payment technology environment.
• Strong basic technical troubleshooting, analytical, and verbal communication skills.
• Ability to articulate complex technical resolutions to clients
• Technical comprehension skills
• Build strong internal and external relationships.
• High attention to detail
• Advanced negotiation and conflict resolution skills
• Good decision-making skills
• Excellent customer service skills.
• Ability to navigate various applications and systems
• Microsoft Office suite intermediate competence; MS Excel
• Time management and prioritisation skills
• Excellent numerical skills (financial calculations)
   

Desired Experience and Knowledge

• 2 years’ experience in Client Service or Account Management in SAAS Technical Support, Customer Service/Success or Incident Management
• Experience in payments industry / merchant acquiring / banking & finance desirable
• Proficient knowledge in Salesforce or similar CRM
• Experience in improving NPS (Net Promoter Score) desirable.
• Bachelor’s degree accreditation - preferrable
   

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.