Client Services - Level 1 Support

Responsibilities

• Own client inquiries by analysing, investigating, and resolving issues through telephone, email, and internal systems
• Manage and resolve a high-volume inquiry queue (typically 20-50 interactions per day) while consistently meeting SLA targets
• Analyse production and statistical data to identify root causes and recommend solutions for recurring issues
• Escalate critical incidents to management and coordinate with Level 2 and Level 3 teams for timely resolution
• Coach and upskill peers by sharing knowledge, documenting steps, and contributing to team best practices
• Educate and onboard new and existing clients on platform use and processes as needed
• Support back-end administration tasks and prepare data for audits and walkthroughs
• Use SQL to perform data analysis and database maintenance tasks
• What you will need to have:
• Exceptional written and verbal communication skills in English with strong telephone etiquette
• Client-focused approach with demonstrated empathy and service orientation
• Advanced analytical and logical problem-solving ability, with attention to detail
• Proficiency with MS Office; working knowledge of SQL for querying and analysis
• Flexibility to work alternate shifts between 8:00 AM and 6:00 PM, provide holiday and rotational weekend coverage, occasional late evenings, and travel as required
• What would be great to have:
• Experience in payments or fintech client support environments (OmniPay platform exposure desirable)
• Familiarity with ticketing systems (ServiceNow, JIRA, or similar) and incident management processes
• Experience conducting client training sessions and internal stakeholder calls
• Background supporting audits and preparing reconciliations or data extracts
• Certifications such as ITIL or customer service training
• 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:
• 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:

Additional Information

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 Client Services - Level 1 Support What does a successful Client Services Level One Support do? A successful Client Services Level 1 Support at Fiserv delivers reliable, timely frontline support that helps clients get back to life - not just their financial services. You'll embody our Partner in Possibility mindset by resolving inquiries, coordinating with internal teams, and protecting client trust through clear communication and follow-through. You'll contribute to team excellence and continuous improvement while representing the One Fiserv culture in every interaction.

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