Client Operations Support Specialist

Fiserv India Pvt Ltd; Thane; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Fiserv India Pvt Ltd is hiring for a Senior Client Operations Support role located in Thane. You will serve as the escalation point for merchant onboarding, maintenance, and account-related issues, leveraging deep process and product knowledge to guide issue resolution.

You will collaborate with implementation, product, technology, risk, and client service teams to resolve escalated matters and drive governance by reviewing trends and opportunities to improve processes.

Qualifications

• Bachelor’s degree or equivalent experience.
• Typically 3-5+ years of experience in merchant acquiring, payments, banking operations, client support, or financial services.
• Strong knowledge of merchant services, onboarding, account maintenance, payment processing, and acquiring operations.
• Experience managing escalations, complex account inquiries, and client-facing service issues.
• Strong analytical, investigative, and problem-solving skills.
• Ability to work confidently across multiple systems, CRM platforms, and operational tools.
• Excellent verbal and written communication skills, including interaction with clients and senior stakeholders.

Responsibilities

• Serve as the go-to escalation point for complex merchant onboarding, maintenance, and account-related issues.
• Use strong process and product knowledge to support merchant acquiring activities and guide issue resolution.
• Lead reviews of high-impact client issues, identify root causes, and recommend practical solutions.
• Work closely with implementation, product, technology, risk, and client service teams to resolve escalated matters.
• Support operational governance by reviewing trends, quality results, and opportunities to improve the process.
• Provide day-to-day guidance, coaching, and procedural support to Grade 3 and Grade 4 associates.
• Represent the team in business initiatives, process changes, and system enhancement discussions.
• Help improve client experience by ensuring complex requests and escalations are resolved accurately and on time.

Skills

Merchant acquiring

Payments

Client support

Escalations management

CRM platforms

Education

Bachelor's degree or equivalent experience

Job description

Client Operations Support 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 Operations Support

What will you do?

• Serve as the go-to escalation point for complex merchant onboarding, maintenance, and account-related issues.
• Use strong process and product knowledge to support merchant acquiring activities and guide issue resolution.
• Lead reviews of high-impact client issues, identify root causes, and recommend practical solutions.
• Work closely with implementation, product, technology, risk, and client service teams to resolve escalated matters.
• Support operational governance by reviewing trends, quality results, and opportunities to improve the process.
• Provide day-to-day guidance, coaching, and procedural support to Grade 3 and Grade 4 associates.
• Represent the team in business initiatives, process changes, and system enhancement discussions.
• Help improve client experience by ensuring complex requests and escalations are resolved accurately and on time.

What will you need to know?

• Bachelor’s degree or equivalent experience.
• Typically 3-5+ years of experience in merchant acquiring, payments, banking operations, client support, or financial services.
• Strong knowledge of merchant services, onboarding, account maintenance, payment processing, and acquiring operations.
• Experience managing escalations, complex account inquiries, and client-facing service issues.
• Strong analytical, investigative, and problem-solving skills.
• Ability to work confidently across multiple systems, CRM platforms, and operational tools.
• Excellent verbal and written communication skills, including the ability to interact with clients and senior stakeholders.
• Proven ability to balance competing priorities and drive issues through to resolution independently.
• Working knowledge of operational controls, SLAs, and quality standards.

Thank you for considering employment with Fiserv.

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.

Experience Level Senior Level