WFMS POD Lead

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Job Title

What does a Great WFMS POD Lead do at Fiserv

As a Team Lead for Wells Fargo Merchant Service PST Account Advisors at Fiserv you will play a crucial role in driving merchant satisfaction and retention within our team. You will be responsible for overseeing a team managing a portfolio of 250 household merchant accounts ensuring seamless operations and exceptional customer service. Your leadership will foster a collaborative environment helping your team excel in handling complex investigations and positively influencing customer satisfaction.

What You Will Do:

• Supervise a team managing 250 merchant accounts ensuring full accountability and ownership over account activities.
• Provide ongoing support to team members dealing with inquiries related to pricing products services chargebacks complaints billing disputes and equipment troubleshooting.
• Monitor and assist with identifying and resolving processing issues including interchange qualification chargebacks and billing investigations.
• Ensure the team performs account maintenance tasks facilitates PCI compliance addresses product queries and provides troubleshooting assistance for terminal products.
• Conduct terminal downloads offer training for new and existing customers and ensure the team is equipped to manage equipment-related needs effectively.
• Oversee bi-monthly and annual household reviews focusing on interchange qualification and chargeback trends while encouraging team participation in these evaluations.
• Enable your team to educate merchants about all aspects of Merchant Services and compliance requirements.
• Assist team members in engaging in pricing and contract negotiations using WFMS proprietary tools.
• Work alongside security and risk management teams to oversee reserves fraud management and portfolio financials.

What You Will Need to Have:

• High school graduate/GED
• Minimum 2 years experience in account management
• 2 years customer service experience specifically in dealing with merchants
• Strong leadership communication and organizational skills
• Availability to work Monday-Friday 10:30 am - 7:30 pm

What Would Be Great to Have:

• Familiarity with MSA Remedy Client Line Business Track Merchant Manager Microsoft Teams Excel and FDPOS.
• Technical expertise to assist team members with troubleshooting equipment.
• 4 years of experience in Merchant Services or Customer Service.

This role is not eligible to be performed in Colorado California District of Columbia Hawaii Illinois Maryland Minnesota New Jersey New York Nevada Rhode Island or Washington.

It is unlawful to discriminate against a prospective employee due to the individuals status as a veteran.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

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).

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.

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