Service Management - Professional I

TRS Recovery Services; Hagerstown (MD); On-site; USD 46,000 - 57,000; Full time

Job summary

Fiserv is seeking a Service Management - Professional I in Maryland to support high-value merchants through a relationship-led service model focusing on end-to-end issue ownership.

You will work across billing, devices, software, funding, risk, chargebacks, and retention, coordinating with internal teams to resolve complex issues and protect merchant value. A bachelor’s degree and 3+ years in related fields are expected.

Qualifications

• Bachelor's degree in business, communications, operations, or related field, or equivalent combination of education, related experience and/or military experience.
• 3+ years of experience in merchant services, client support, account management, or service operations with responsibility for resolving issues.
• Experience with multiple service domains such as billing, payments, devices, software support, funding, risk, and retention.

Responsibilities

• Manage merchant issues from intake through full resolution with clear communication and documented outcomes.
• Proactively engage merchants based on account health indicators to improve satisfaction and retention.
• Investigate and resolve complex service issues across billing, devices, software, funding, risk, and chargebacks.
• Coordinate with cross-functional partners to remove barriers and deliver a seamless experience.
• Maintain accurate case documentation, account notes, and follow-up actions in service management systems.

Skills

Client support

Account management

Service operations

Cross-functional

Issue resolution

Education

Bachelor's degree

Tools

CRM systems

Case management tools

Service documentation

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

Service Management - Professional I

What does a successful Service Management - Professional I do at Fiserv?

As a Service Management - Professional I, you will support high-value merchants through a relationship-led service model focused on end-to-end issue ownership and proactive engagement. You will work across billing, devices, software, funding, risk, chargebacks, and retention-related needs while partnering with internal teams to resolve complex issues. Your work helps protect merchant value, strengthen retention, and improve the overall client experience.

What you'll do:

• Manage merchant issues from initial intake through full resolution, ensuring clear communication, timely follow-up, and documented outcomes
• Proactively engage merchants based on account health indicators, service trends, and growth opportunities to improve satisfaction and retention
• Investigate and resolve complex service issues across billing, device, software, funding, risk, and chargeback-related processes
• Coordinate with cross-functional partners to remove barriers, align on next steps, and deliver a seamless merchant experience
• Use sound judgment within established authority levels to make service decisions that support merchant retention and value protection
• Identify root causes, service gaps, and recurring issues, then recommend process improvements to reduce repeat contacts and improve resolution outcomes
• Maintain accurate case documentation, account notes, and follow-up actions in designated service management systems

Experience you'll need to have:

• 3+ years of experience in merchant services, client support, account management, or service operations with responsibility for managing issues through resolution
• 3+ years of experience working across multiple service domains such as billing, payments, devices, software support, funding, risk, chargebacks, or retention
• 3+ years of experience using customer relationship management systems, case management tools, and service documentation practices to track actions and outcomes
• Demonstrated ability to analyze account issues, coordinate cross-functional resolution activities, and communicate status, decisions, and next steps with clients and internal partners
• Bachelor's degree in business, communications, 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 high-value or strategically important merchant relationships
• Knowledge of merchant health indicators, retention practices, and proactive outreach strategies
• Experience in payments, financial technology, or commerce-related service environments
• Experience identifying trends in service data and recommending operational improvements

How you'll work:

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.

Salary Range

$45,600.00-$57,000.00

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.

This position is not eligible for an annual incentive opportunity and is also not eligible to earn commissions.

Thank you for considering employment with Fiserv.

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