Investigate and resolve complex client support issues related to leasing products, workflows, transactions, and platform functionality
Manage escalated cases from Tier 1 support by identifying root causes, documenting findings, and driving issues through resolution
Communicate case status, resolution steps, and service impacts to clients and internal stakeholders through clear and timely updates
Partner with product, technology, and operations teams to troubleshoot defects, validate fixes, and support issue remediation
Monitor support queues, service-level commitments, and case trends to prioritize work and improve response and resolution times
Create and maintain case documentation, knowledge articles, and process updates to support consistent service delivery and issue prevention
Identify recurring support themes and recommend process, training, or system improvements based on case data and client feedback
Experience You'll Need to Have:
4+ years of experience in client support, customer operations, or service delivery within financial services, payments, lending, leasing, or a related regulated environment
4+ years of experience troubleshooting client issues, managing escalations, and resolving cases using defined service-level agreements and case management processes
4+ years of experience documenting issues, analyzing root causes, and coordinating resolution across business, operations, and technical teams
Experience using ticketing, case management, and knowledge management tools to track incidents, document outcomes, and support recurring issue resolution
Experience That Would Be Great to Have:
Experience communicating technical or process-related issues to client and internal audiences in a clear, action-oriented manner
Bachelor's degree or higher in business, finance, information systems, or a related field, or an equivalent combination of education, related experience, and/or military experience
Experience working with incident management, problem management, or service management frameworks
Experience identifying support trends and using reporting to recommend operational improvements
Sponsorship:
Benefits at Fiserv:
Fuel Your Life program to support 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 used for rewards
Eight Employee Resource Groups to foster a collaborative culture
Unparalleled professional growth with training, development, and internal mobility opportunities
Retirement planning and discounted shares with the Employee Stock Purchase Plan
Medical, dental, vision, life, and disability insurance options available day one
Tuition assistance and reimbursement program
Paid parental, caregiver, and military leave
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.
Thank you for considering employment with Fiserv. Please:
Apply using your legal name
Complete the step-by-step profile and attach your r
Benefits
Health insuranceDental insuranceVision insuranceEquity / stock optionsParental leave
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
Senior Client Support Professional
About Your Role:
As a Senior Client Support Professional, you will provide advanced support for leasing-focused client issues, helping to resolve complex inquiries and service requests across products, platforms, and operational processes. You will work closely with clients, Tier 1 support, product, operations, and technical teams to diagnose issues, manage escalations, and improve service outcomes. Your work helps maintain client confidence, service continuity, and operational accuracy by taking an account manager, hands-on approach.
Fiserv · Coral Springs, FL