Job Description

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

What does a successful Merchant Services Escalation Specialist do at Fiserv?

In this role, you will work closely with our merchants and internal teams to successfully resolve merchant escalations within defined SLAs. You must be bilingual in French. You will leverage customer empathy, problem-solving, and interpersonal skills to retain merchants and minimize attrition. Ensuring timely reporting, referral, follow-up, and escalation of issues, they minimize service disruption and overall impact on Fiserv merchants.

What you will do:

• Resolve merchant escalations using problem-solving and customer empathy skills.
• Ensure timely reporting, referral, follow-up, and escalation of client issues.
• Act as a liaison between clients and internal departments to communicate, research, and investigate issues.
• Analyze data and workflows to determine root causes and make efficient recommendations.
• Negotiate with clients to reach satisfactory conclusions.

What you will need to have:

• 2+ years of experience in a customer-facing role in the merchant services industry.
• Knowledge of Microsoft Excel and Word.
• Strong verbal, written, and organizational skills.
• Bilingual- English and French.
• High school diploma or equivalent and/or equivalent military experience.

What would be great to have:

• College degree in a relevant field.
• 2+ years of industry experience in a customer-facing role with negotiation skill development.
• Experience with online information management systems.
• Skills in analyzing data and workflows for process improvement.
• Ability to act as a liaison between clients and internal departments effectively.

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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:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

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:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.

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