Client Support Advisor

About the role

The Client Support Advisor serves as a primary point of contact for Wells Fargo bankers, sales associates, and merchant partners within a high-volume merchant services environment. This role requires strong problem-solving skills, ownership of client issues, and the ability to resolve complex inquiries while delivering an exceptional customer experience. Your role is critical in enhancing the client's experience by delivering timely and effective solutions. Must be willing to work onsite Monday-Friday 12:30pm-9pm.

Responsibilities

• Handle 500+ inbound calls per month from bankers, business consultants, account managers, and merchants
• Take full ownership of customer inquiries from intake through resolution or escalation
• Resolve complex issues related to: Payment processing and interchange qualification
• Chargebacks, billing, and funding investigations
• Statement reviews, pricing, and fee inquiries
• Account maintenance and updates
• PCI compliance and product support
• Provide technical support, including troubleshooting payment terminals and assisting with downloads and setup
• Support equipment and account changes (add/remove devices, update features, issue call tags)
• Perform refund and pricing negotiations while balancing business objectives and customer retention
• Document client interactions and ensure accurate tracking of issues and resolutions
• Collaborate with internal teams to resolve escalations and improve service delivery
• Identify process improvement opportunities and support operational enhancements
• Experience You'll Need to Have
• High school diploma or equivalent
• 1+ year of experience in troubleshooting and problem resolution
• 1+ year of experience in technical documentation
• 1+ year of experience in client interaction and communication
• Strong customer service and communication skills
• Ability to manage high call volume and multitask effectively
• Strong analytical and problem-solving skills
• Ability to de-escalate and resolve complex customer concerns
• Experience That Would Be Great to Have
• Experience in merchant services, financial services, or a call center environment
• Knowledge of financial technology products
• Understanding of network troubleshooting
• Experience with remote desktop support tools
• 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 resume (either is acceptable, both are preferable).
• Our commitment to Equal Opportunity:
• If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please

Benefits

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 Support Advisor

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