What are the responsibilities and job description for the Customer Service Retention Specialist position at Fiserv Solutions LLC?
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
Customer Service Retention SpecialistWhat does a successful Customer Service Retention Specialist do at Fiserv?
A successful Customer Service Retention Specialist ensures smooth and efficient resolution of inquiries and issues from Wells Fargo Bankers, Business Sales Consultants, Account Managers, and Merchants. This role is essential in maintaining high levels of customer satisfaction and retention through exceptional customer service and effective problem resolution.
What you will do:
- Handle 500 inbound phone calls per month from various clients including Wells Fargo Bankers and Merchants.
- Resolve or facilitate the resolution of issues such as chargebacks, billing and funding investigations, statement reviews, and fee inquiries.
- Facilitate PCI compliance conversations and answer product questions.
- Provide troubleshooting assistance for Class A&B terminal products, perform terminal downloads, and training for customers.
- Independently perform rate reviews and pricing negotiations, balancing company needs with customer retention.
- Execute refund negotiations with responsible application of high-level refund empowerment.
- Perform account maintenance tasks, issue call tags, add/remove equipment, and modify terminal features.
What you will need to have:
- 2 years of strong customer service experience with high expectations for ownership of issues.
- 2 years of experience in a high-volume workflow environment, demonstrating multi-tasking capabilities.
- High School Diploma or HS Equivalent and/or equivalent military experience.
- Ability to work 12:30 PM to 9:00 PM schedule.
What would be great to have:
- 4 years of experience in Merchant Services or Customer Service.
- Technical background to assist with troubleshooting equipment issues.
- Knowledge of MSA, Remedy, Client Line, Business Track, Merchant Manager, Microsoft Teams, Excel, and FDPOS.
Salary Range:
-These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.
Thank you for considering employment with Fiserv. Please:
- Apply using your legal name
- Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
What you should know about us:
Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune® magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.
Our commitment to Diversity and Inclusion:
Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.
Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.
If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI’s Internet Crime Complaint Center.
