Client Support Specialist

About your role:

As a Client Service Specialist, you will serve as a primary contact and Level 2 support resource for small and medium-sized business portfolio merchants. You will work across internal teams and directly with clients to resolve issues, support retention, and increase product and service adoption. Your work helps strengthen client satisfaction, improve portfolio performance, and support revenue growth through retention and deeper solution penetration.

What you'll do:

• Manage relationships for a portfolio of small to mid-tier small and medium-sized business accounts to support client satisfaction, retention, and growth
• Resolve simple client inquiries directly and coordinate with internal teams to facilitate resolution of moderate to complex issues
• Educate clients on products, reporting, self-service tools, and relevant industry information to support effective platform use
• Monitor account health, review portfolio performance, and create customized business reviews that illustrate financial performance, card volume trends, and industry comparisons
• Maintain accurate and current client records, including contract details, communication logs, and product matrices
• Identify opportunities to increase penetration of products and services across multi-product client environments
• Communicate clearly with clients regarding pricing models, funding, compression management, and issue resolution status
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you'll need to have:

• 2+ years of experience in customer service, sales, business development, relationship management, or a related client-facing function
• 2+ years of experience resolving client inquiries and coordinating issue resolution across internal business partners
• Experience maintaining accurate customer records, account documentation, and communication tracking in business systems
• Ability to analyze portfolio performance, interpret business trends, and communicate findings to clients in a clear and actionable manner
• Agents may need to come into the office for training, meetings or onsite activities but will work from home.  Monday - Friday hours of operations are 8:00-6:00pm EST.  Shift will be based on business need.
• High school diploma, General Educational Development (GED), Associate degree, or equivalent combination of education, related experience and/or military experience

Experience that would be great to have:

• Knowledge of payment processing and merchant services
• Experience supporting small to medium-sized business clients in a multi-product environment
• Experience troubleshooting and resolving moderately complex client issues
• Knowledge of Fiserv products, platforms, systems, and operational processes
• Professional proficiency in Spanish is preferred.

How you'll work:

• This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
• This role requires use of a computer and audio equipment.

Sponsorship:

You 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.

Benefits at Fiserv:

• 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 including 401k match and discounted shares with the Employee Stock Purchase Plan.
• Tuition assistance and reimbursement program.
• Paid parental and military leave.