Senior Business Analyst

Socket.dev; Hagerstown (MD); On-site; USD 51,000 - 71,000; Full time

Benefits offered by this job

Fuel Your Life program

Paid holidays

Mental health support

Employee Resource Groups

Professional growth

Insurance from day one

401k match

Tuition assistance

Parental and military leave

Job summary

Fiserv, a global leader in fintech and payments, is hiring a Senior Business Analyst to support the Process Management and Efficiency team for Bank of America. You will research issues, document complaint resolution activity, and identify opportunities to improve processes across teams.

This on-site role in Maryland involves analyzing data, guiding call center operations, and partnering with internal stakeholders to strengthen client satisfaction and operational efficiency.

Qualifications

• 3+ years in merchant processing or payments operations.
• Experience with complaint management and reporting.
• Strong data analysis and cross-functional communication.
• Bachelor's degree or equivalent experience in business/finance/operations.

Responsibilities

• Review and document complaint data to support reporting and resolution tracking.
• Research issues across merchant processing systems to identify trends and support timely resolution.
• Support call center teams with guidance on complaint handling and process improvement.
• Complete root cause analyses and document findings with accuracy.
• Partner with Bank of America teams to improve the complaint management program.
• Contribute to initiatives that improve workflows, reporting quality, and service outcomes.

Skills

Merchant processing

Complaint management

Operations support

Data analysis

Communication

Time management

Critical thinking

Education

Bachelor's degree in business/finance/operations

Tools

Client360

FDPOS

eMSA

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

Senior Business Analyst

About this role:

As a Senior Business Analyst, you will support the Process Management and Efficiency team dedicated to Bank of America by researching issues, documenting complaint resolution activity, and identifying opportunities to improve processes across teams. You will work across multiple systems and partner with internal stakeholders and bank teams to strengthen client satisfaction, improve reporting, and support operational efficiency.

What you will do:

• Review, analyze, and document complaint data to support reporting, root cause analysis, and resolution tracking
• Research issues across multiple merchant processing systems to identify trends, validate findings, and support timely complaint resolution
• Support call center teams by providing guidance on complaint handling, process improvement opportunities, and operational coaching
• Complete root cause analysis for assigned cases and document findings with a high level of accuracy and attention to detail
• Partner with Bank of America teams and internal stakeholders to improve the complaint management program and strengthen cross-functional collaboration
• Contribute to initiatives that improve workflows, team efficiency, reporting quality, and service outcomes across dedicated teams and related business areas
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you will need to have:

• 3+ years of experience in merchant processing, complaint management, operations support, or a related payments environment
• 3+ years of experience using merchant servicing or operational systems such as Client360, FDPOS, eMSA, or similar platforms
• 3+ years of experience analyzing data, researching issues, and documenting findings in a regulated or client-facing business environment
• Experience communicating clearly in verbal and written formats with internal teams, external partners, and cross-functional stakeholders
• Experience managing multiple tasks under stringent deadlines while maintaining accuracy, professionalism, and consistent follow-through
• Ability to apply critical thinking, sound judgment, and structured problem-solving to support complaint resolution and process improvement
• Bachelor's degree in business, finance, operations, or a related field, or equivalent combination of education, related experience and/or military experience

Experience that would be great to have:

• Experience supporting bank partner reporting or complaint resolution programs for a large financial institution
• Experience identifying process improvement opportunities and helping implement operational changes across teams
• Experience working with call center operations, service teams, or customer complaint workflows
• Experience with trend analysis, reporting, or root cause documentation related to merchant or payments operations

How you will work:

• This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
• This role requires use of a computer and audio equipment.

Sponsorship:

You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Benefits at Fiserv:

• Fuel Your Life program to support your 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 redeemable for rewards.
• Eight Employee Resource Groups to foster a collaborative culture and expand your network.
• Unparalleled professional growth with training, development, and internal mobility opportunities.
• Medical, dental, vision, life, and disability insurance options available from day one.
• Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan.
• Tuition assistance and reimbursement program.
• Paid parental and military leave.

Salary Range:

$50,500.00-$71,000.00

These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Our commitment to Equal Opportunity:

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.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact [e-mail]. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

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.