Customer Service - Sr. Associate II

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