Client Service Advisor

Client Service Advisor

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.

What Does a Successful Client Service Advisor Do at Fiserv?

As a Client Service Advisor supporting Clover Partner Solutions, you help independent sales organizations (ISOs) achieve operational success with Clover from Fiserv. You build strong relationships with ISOs and collaborate closely with the Clover Help Desk, Clover Engineering and Development, and Hardware Services. You serve as a trusted advocate for partners, ensuring issues are resolved quickly and consistently to support their business growth.

What You'll Do:

• Manage time-sensitive inquiries from external partners and internal departments, providing responses within defined service level agreements (SLAs)
• Advocate partner concerns to internal teams and manage clear, timely communication of resolutions
• Communicate with clarity and confidence to diagnose issues and drive effective problem resolution
• Actively listen to understand partner needs and respond with appropriate actions or guidance
• Own partner experience and operational escalations, including direct 1:1 phone contact when needed
• Identify operational gaps, analyze and research escalated issues, propose solutions, and escalate critical items to management when appropriate
• Maintain accountability for in-depth knowledge of Clover solutions, processes, and procedures that impact ISOs
• Educate partners on best operational practices and workflows that enhance their business success
• Engage in continuous learning to expand product and operational knowledge, including understanding the product lifecycle and common ISO setups
• Organize, prioritize, and set goals to consistently meet service commitments and individual responsibilities

Experience You'll Need To Have:

• 6+ years of experience in customer service, client support, or account management, including direct phone-based and written communication with external clients or partners
• Experience managing partner or client escalations and driving issues to resolution within defined SLAs
• Experience supporting technology-enabled products or platforms and learning new tools and systems quickly
• Strong interpersonal and relationship management skills with the ability to build trust and credibility with external partners and internal teams
• Demonstrated ability to work independently with minimal supervision while managing multiple priorities
• Effective written and verbal communication skills, including documenting issues and resolutions clearly and concisely
• High school diploma or equivalent, or equivalent combination of education, related experience and/or military experience

Experience That Would Be Great To Have:

• Bachelor's degree, or equivalent combination of education, related experience and/or military experience
• 2+ years of experience in the payments, merchant acquiring, or financial services industry
• Familiarity with Clover from Fiserv, Fiserv products and platforms, and ISO operating models
• Experience working in environments with shifting priorities and demonstrated ability to resolve issues with urgency

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:

This role requires occasional travel (up to 10%).

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 and discounted shares with the Employee Stock Purchase Plan.
• Tuition assistance and reimbursement program.
• Paid parental, caregiver, and military leave.