Senior Product Support Advisor

TRS Recovery Services; Alpharetta (GA); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Fuel Your Life program to support your

Paid holidays and generous time away

No-cost mental health support throughE

Living Proof program to recognize your

Job summary

Fiserv, a global leader in fintech and payments, is seeking a Senior Product Support Advisor to drive day-to-day and strategic support for Clover and related products. You will collaborate with Bank of America stakeholders and internal teams to ensure successful product adoption and lifecycle execution.

You will serve as the Clover SME across hardware, software, and SaaS solutions, working to expand product knowledge, adoption, and client satisfaction while aligning with revenue opportunities.

Qualifications

• 5+ years in merchant payments or fintech product areas with client-facing roles.
• 5+ years cross-functional work with product, operations, and client teams.
• Experience presenting product updates to stakeholders and senior leaders.
• Extensive knowledge of merchant payments and POS solutions; Clover preferred.

Responsibilities

• Act as the primary liaison between internal teams, Bank of America stakeholders, and technical resources to drive product enhancements, feature delivery, operational readiness, and issue resolution.
• Serve as the subject matter expert for Clover which includes hardware, software and SaaS solutions and value-added services.
• Build strong partnerships with the bank and internal product and operational teams as a trusted advisor to ensure smooth execution and delivery of product needs and value add services.
• Contribute and foster the expansion of product knowledge, adoption and engagement within the bank's product, relationship and sales teams as well as internal Fiserv dedicated support teams.
• Present product requirements, product updates, performance insights and recommendations to cross functional stakeholders, and senior leaders.
• Support cross functional project execution and product related workstreams as part of identified product projects.
• Engage with the Bank sales and relationship teams for opportunity assessments and sales support.
• Advocate for Bank of America and their clients internally as needed for product enhancements, issue resolutions and other escalations.
• Communicate regular roadmap updates for products.
• Identify unique processes required for implementation within product or operations given the bank relationship.

Skills

Merchant payments

Point-of-sale solutions

Cross-functional collaboration

Product life cycle

Stakeholder communication

Education

Bachelor's degree

Tools

Clover platform

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 Product Support Advisor

About your role:

The Bank of America Product Support Advisor for this role is aligned with specific product families within Fiserv and has established Product Manager counterparts within Bank of America to support their end-to-end lifecycle activities related to Fiserv Products. The primary alignment for this role is for the day-to-day and strategic support of the Clover product; other products may be supported in part by this role as well. You will help ensure products are successfully introduced, and support adoption throughout the product life cycle. This role is significant in contributing to the expansion of products available to offer bank clients, increased revenue opportunity, and client satisfaction.

What you'll do:

• Act as the primary liaison between internal teams, Bank of America stakeholders, and technical resources to drive product enhancements, feature delivery, operational readiness, and issue resolution
• Serve as the subject matter expert for Clover which includes hardware, software and SaaS solutions and value-added services
• Build strong partnerships with the bank and internal product and operational teams as a trusted advisor to ensure smooth execution and delivery of product needs and value add services
• Contribute and foster the expansion of product knowledge, adoption and engagement within the bank's product, relationship and sales teams as well as internal Fiserv dedicated support teams
• Present product requirements, product updates, performance insights and recommendations to cross functional stakeholders, and senior leaders
• Support cross functional project execution and product related workstreams as part of identified product projects
• Engage with the Bank sales and relationship teams for opportunity assessments and sales support
• Advocate for Bank of America and their clients internally as needed for product enhancements, issue resolutions and other escalations
• Communicate regular roadmap updates for products
• Identify unique processes required for implementation within product or operations given the bank relationship
• Responsibilities listed are not intended to be all inclusive and may be modified as necessary

Experience you'll need to have:

• 5+ years of experience working with merchant payments, point-of-sale solutions, or financial technology products in a client-facing or partner-facing environment
• 5+ years of experience working cross functionally with product, operations, commercialization, and client relationship teams to deliver product enhancements and new product capabilities
• Experience presenting product requirements, product updates, performance insights and recommendations to cross functional stakeholders, and senior leaders
• Extensive knowledge of merchant payments and point-of-sale solutions, or comparable payment platforms; experience with Clover platform is strongly preferred
• Bachelor's degree in a related field or equivalent combination of education, and/or related experience

Experience that would be great to have:

• Direct experience supporting the Clover platform or other Fiserv Merchant solutions
• Experience supporting large financial institution partners
• Experience delivering product training or education to internal teams, partners, or clients along with creating reference materials
• Experience in merchant acquiring
• Ability to analyze and solve or drive solutioning of complex problems

How you'll 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.

Travel:

Approximately 15% travel off-site or to other office locations is expected.

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 redee