Client Support Ops Leader – Merchant Services
Fiserv Solutions LLC
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Benefits offered by this job
Job summary
Fiserv Solutions LLC is seeking a Manager Client Support I to lead the Community Financial Institutions (CFI) merchant services support operations. You will manage service delivery, associate performance, escalation handling, and process improvements to enhance inquiry resolution and regulatory adherence.
You'll align staffing, onboard and coach teams, own workflows from intake to closure, monitor metrics, and collaborate with HR and stakeholders to drive reliable, compliant client support
Qualifications
- 6+ years in operations, client support, merchant services or financial institution support.
- 2+ years managing and developing teams in a customer support or service delivery environment.
- 3+ years managing service levels, queues, escalation processes, staffing plans, or operational reporting.
- 3+ years developing procedures, knowledge resources, or process improvements with leadership/compliance approval.
- 2+ years reporting and communicating operational results using MS Office/tools.
Responsibilities
- Lead daily CFI merchant services support operations with teams and supervisors.
- Align staffing, schedules, and workload with call volumes and partner needs.
- Interview, onboard, coach, cross-train, and develop associates to improve knowledge and service delivery.
- Conduct team and individual check-ins, performance reviews, and HR coordination.
- Own CFI support workflows from intake to resolution and closure.
- Oversee escalations and provide status updates to stakeholders.
- Monitor service levels, aging, backlog, quality, productivity, and trends to identify risks.
Skills
Education
Tools
Job description
Fiserv Solutions LLC is seeking a Manager Client Support I to lead the Community Financial Institutions (CFI) merchant services support operations. You will manage service delivery, associate performance, escalation handling, and process improvements to enhance inquiry resolution and regulatory adherence.
You'll align staffing, onboard and coach teams, own workflows from intake to closure, monitor metrics, and collaborate with HR and stakeholders to drive reliable, compliant client support
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