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Client Support Tier 1

Company: Fiserv
Location: Liberty Lake
Posted on: June 7, 2021

Job Description:

What does a great Client Support Specialist do?

You will provide support for Merchant Services clients who utilize our services to provide credit card and payment solutions to their customers, through a balanced focus on first call resolution and recognizing platform solutions to assist our clients grow their business. We collaborate with our clients through phone calls, email and on-line chat services.

In this role, you can expect to:

  • Learn multiple products and develop the ability to deepen or retain relationships through service and sales.
  • Perform account-related transactions and solve problems
  • Investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request.
  • Be the front line support of our banking partners and provide excellent customer service and client experiences! We build and make a direct impact with merchants that provide services to everyday consumers while utilizing our systems and business tools.

Are you the kind of person who loves to:

  • Act as a point of contact for all day-to-day related merchant inquiries and own all client resolution by addressing clients immediate and future needs.
  • Navigate through various Merchant Services subsystems, including North, South, Proprietary and TSYS platform applications in an effort to research and resolve inquiries.
  • Respond to merchant issues concerning interchange and chargeback compliance, merchant billing, funding and batch detail reports, e-Commerce products and reporting.
  • Explain reporting of BAMS systems and products to merchants to resolve their concerns and answer their questions. Support merchants on all aspects of POS/PC equipment.
  • Resolve merchant inquiries concerning billing, reporting, payments, products and solutions researching and responding with a solution. Train merchants on back office tools as applicable.
  • Route, maintain and track outstanding servicing requests, providing detailed follow up.

Basic Qualifications for Consideration:

  • High School Diploma or Equivalent
  • 2+ years customer service experience
  • 2+years with multiple computer system platforms
  • Experience communicating with customers clearly and professionally, both verbally and in writing
  • Experience handling complaints and unpleasant customers
  • Possess a pleasant, patient and friendly attitude
  • Solid attention to detail and communication/listening skills
  • Consistent job history

Preferred Qualifications for considerations:

  • Bachelor’s or Associates Degree
  • Experience with performance requirements – Voice of the Customer, Quality, Schedule Adherence, etc.
  • 1 year experience with multiline telephones and online noting systems

Travel

·        Infrequent travel may occasionally be required for training or meetings.

Regulatory Requirements

·        Responsible for supporting regulatory requirements under the Bank Secrecy Act, USA Patriot Act, OFAC and other Anti-Money Laundering laws, rules, and regulations.

Learn more about Fiserv: 

To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options. 

We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.  

Life moves fast. And as it does, we know most people aren’t thinking about “financial services”. But we are.  

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.  

We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.  

Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the eighth consecutive year, we are committed to excellence and purposeful innovation. 

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.  

Explore the possibilities of a career with Fiserv and Find Your Forward with us. 

Keywords: Fiserv, Coeur d'Alene , Client Support Tier 1, Other , Liberty Lake, Idaho

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