Client Service Representative

Responsibilities

• Own and resolve ticket and customer enquiries for an assigned client portfolio in a timely, controlled manner
• Reduce new-ticket volumes and lower open tickets through proactive case management
• Act as the client champion and advocate inside Fiserv, ensuring service delivery meets or exceeds agreed KPIs and SLAs
• Drive improvements in client satisfaction and likelihood-to-recommend scores for the global financial brands we support
• Monitor operational performance, identify trends in client enquiries and incidents, and implement plans to reduce future query levels
• Track and manage incidents, identify root causes, and implement preventative measures
• Liaise with cross-functional teams and management to improve operational efficiency and effectiveness
• Deliver client education and training for new and existing users and produce and maintain SLA and operational performance reporting
• Provide on-call, bank-holiday and weekend support on a rotational basis
• What you will need to have:
• Proven client focus with the ability to identify, empathize with, and satisfy client needs
• Clear, concise verbal and written communication skills in Spanish, Portuguese, and English
• Strong attention to quality and detail, with effective time-management and prioritization skills
• Proficiency with Microsoft Office and comfort working in a technology-based (fintech) environment
• Demonstrated ability to perform under pressure, meet tight deadlines, and work both independently and collaboratively
• What would be great to have:
• Background in banking, payment processing, or payments-related customer service
• Experience supporting large enterprise or financial institution clients
• Familiarity with incident management tools, ticketing systems, and SLA reporting
• Exposure to operational performance metrics, KPIs, and continuous improvement initiatives
• Experience delivering client training, enablement, or education programs
• #LI-AW1
• 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 Service Representative What does a successful Client Service Representative do? A successful Client Service Representative serves as a trusted partner between our large financial services clients and Fiserv, ensuring every interaction reflects our commitment to being Partners in Possibility. You will champion client needs, enabling seamless financial services experiences for millions of end users. You will collaborate closely with cross-functional teams to deliver high-quality, consistent service for an assigned client portfolio. You will actively seek ways to improve client satisfaction and operational performance while living our values to create with purpose and deliver on the promise of one Fiserv.

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