Fiserv is a global leader in Fintech and payments, dedicated to moving money and information securely. The role of Customer Service - Sr. Associate II involves serving as a primary point of contact for franchise owners and managing escalated cases to ensure timely resolutions and strengthen client relationships.
Responsibilities:
- Serve as a primary point of contact for franchise owners, operators, and field leadership for priority cases through phone, email, and case management tools
- Triage incoming requests by confirming issue severity, identifying business impact, and initiating escalation paths using defined support processes and service expectations
- Own cases from intake through resolution by gathering details, coordinating internal actions, documenting progress, and maintaining accountability for follow-up
- Provide proactive status updates, next steps, and resolution details to franchise partners using clear, business-relevant communication
- Conduct follow-up outreach after incidents or case resolution to confirm outcomes, reinforce trust, and identify additional support needs
- Identify recurring issues and case trends, summarize findings, and support recommendations that improve tools, processes, or service delivery
- Maintain accurate case documentation and follow required authentication, privacy, and data handling procedures in support systems
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary
Requirements:
- 2+ years of experience supporting customers in a call center, financial services, or similarly high-volume service environment with direct customer interaction
- 2+ years of experience managing customer issues through resolution using case documentation, follow-up communication, and established service processes
- Experience communicating with customers by phone, email, or case management systems while handling multiple priorities in a metrics-driven environment
- Experience using computer-based systems and audio equipment to support customer interactions, issue tracking, and case updates
- High school diploma, General Educational Development (GED), or equivalent combination of education, related experience and/or military experience
- You must currently possess valid and unrestricted U.S. work authorization to be considered for this role
- Experience supporting franchise owners or multi-location operators in an escalation, service recovery, or relationship-based support environment
- Experience coordinating with cross-functional teams to resolve complex customer issues and remove blockers
- Experience identifying trends in case activity and supporting process, documentation, or knowledge improvements
- Associate's Degree in business, communications, a related field, or equivalent combination of education, related experience and/or military experience