Merchant Services Client Support Manager

TRS Recovery Services; United States; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Fuel Your Life

Paid holidays

Mental health support

ERGs program

Professional growth

Insurance options

401k match

Tuition assistance

Job summary

Fiserv is hiring a Manager Client Support I to lead Community Financial Institutions (CFI) merchant services support operations. You will manage service delivery, oversee associates, and drive performance, escalation handling, and process improvements to ensure regulatory adherence and strong partner communication.

You will guide staffing, training, and workflow management, coordinate with HR, and monitor metrics to identify risks and opportunities, delivering reliable client support outcomes.

Qualifications

• Bachelor's degree or higher in Business Administration, Finance, Operations Management, or a related field or equivalent combination of education, related experience and/or military experience.

Responsibilities

• Lead daily CFI merchant services support operations, including assigned associates, team leads, or supervisors within the reporting structure.
• Align staffing, schedules, backup coverage, and workload distribution with call volumes, inquiry demand, partner needs, and service commitments.
• Interview, onboard, coach, cross-train, and develop associates to improve product knowledge, issue resolution, documentation, and service delivery.
• Conduct team and individual check-ins, complete performance reviews, address training needs, and coordinate people-management matters with HR.
• Own CFI support workflows from intake and triage through assignment, resolution, follow-up, and closure.
• Oversee escalations, assign primary and backup ownership, coordinate timely resolution, and provide accurate status updates to stakeholders.
• Monitor service levels, inquiry aging, backlog, quality, productivity, repeat contacts, and resolution trends to identify risks and corrective actions.

Skills

Operations management

Team leadership

Service delivery management

Analytical reporting

Process improvement

Education

Bachelor's degree or higher in Business Administration/Finance/Operations Management

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Access

Job description

Fiserv is hiring a Manager Client Support I to lead Community Financial Institutions (CFI) merchant services support operations. You will manage service delivery, oversee associates, and drive performance, escalation handling, and process improvements to ensure regulatory adherence and strong partner communication.

You will guide staffing, training, and workflow management, coordinate with HR, and monitor metrics to identify risks and opportunities, delivering reliable client support outcomes.