About this role
Role Overview
- Provide day-to-day support for Merchant Services clients using Fiserv payment solutions.
- Serve as a primary point of contact for merchant day-to-day inquiries and own issue resolution through completion.
- Research and resolve client questions navigating Merchant Services platforms and subsystems.
- Respond to merchant issues related to interchange and chargeback compliance, billing, and more.
- Explain BAMS systems and product reporting to merchants to address questions and resolve concerns.
- Support merchants with POS and PC equipment questions and troubleshoot product and reporting issues.
- Complete routine account-related support for banking partners and investigate service requests.
Requirements
- 2+ years of experience in a contact center, client support, customer service, or Merchant Services environment handling client inquiries and issue resolution.
- 2+ years of experience using call center policies and procedures to manage service interactions across phone, email, and chat channels.
- Experience using computer-based systems to research account activity, document case details, and resolve merchant support issues across multiple platforms.
- Ability to explain billing, reporting, payment, and product information to clients and train users on back-office tools as applicable.
- High school diploma or equivalent, or equivalent combination of education, related experience and/or military experience.
- Experience supporting Merchant Services, payment processing, or acquiring clients would be great to have.
- Experience with TSYS, BAMS, or similar payment platform applications would be great to have.
- Experience supporting interchange, chargebacks, funding, or batch reporting inquiries would be great to have.
- Experience supporting POS or PC equipment in a client-facing environment would be great to have.
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.