Client Operations Support Associate

Calling all innovators find your future at Fiserv.

Were 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 were involved. If you want to make an impact on a global scale come make a difference at Fiserv.

Job Title

About your role:

At Fiserv the Client Operations Support Associate plays a critical role in supporting client and merchant operations by delivering exceptional service resolving complex issues and supporting continuous improvement efforts.

In this role you will serve as a primary point of contact for TD-acquired merchants and internal Sales Advisors providing high-quality Level 2 support through inbound phone and email interactions. The position will also support Sales Advisors by assisting with Clover terminal support and all pre-boarding activities related to TD Marketplace clients.

You will support merchant onboarding by training businesses on Clover POS hardware terminals and merchant services combining technical knowledge with a customer-focused approach to ensure merchants feel confident using Clover from day one. You will play a vital role in achieving one-call resolution resolving complex inquiries and delivering an exceptional client experience while maintaining accuracy compliance and professionalism.

What youll do:

• Serve as a primary point of contact for business owners and internal partners providing highquality Level 2 support for merchant services through inbound phone and email interactions
• Respond promptly and professionally to customer inquiries delivering accurate information on products services billing fees and account details
• Troubleshoot and resolve complex issues with a strong focus on onecall resolution escalating when appropriate while maintaining ownership of the customer experience
• Explain billing statements terminal charges and fees clearly and accurately
• Process refunds resolve shipping issues and manage merchant account updates
• Assist clients with hardware installation device activation and account setup
• Serve as the primary point of contact during onboarding providing guidance troubleshooting and followup consultations to ensure continued success and satisfaction
• Document all customer interactions account updates and onboarding progress accurately and in real time within CRM systems
• Collaborate with team members and crossfunctional partners to ensure seamless service delivery and timely resolution of internal and external issues
• Handle customer complaints with empathy professionalism and solutionoriented communication within established guidelines

Experience youll need to have:

• 2 years of experience in client support or call center experience.
• 1-2 years of experience with CRM tools and ticketing systems.
• 2 years of experience in financial services or fintech industries.
• 2 years of experience in managing client accounts and service requests.

Experience that would be great to have:

• Bachelors degree in Business Finance or a related field and/or equivalent military experience.

• 3 years of experience with Fiserv systems or similar financial services platforms.
• 3 years of experience familiarity with onboarding or preboarding processes
• Experience working with shared inboxes ticketing systems or CRM platforms
• Ability to adapt quickly to changing workflows and business needs
• Bilingual - fluent in English and French.
• Knowledge of Microsoft Excel Microsoft Access and the Clover platform.

• Knowledge of PC software and mainframe application sufficient to enter and access customer information (i.e. FLBOSS My Sales Office FDMP FDPOS others)

Sponsorship:

• Applicants must be legally authorized to work in Canada to be considered for this position. The company is not offering visa or work permit support. Only candidates who are Canadian citizens permanent residents or who hold a valid open work permit will be considered for this role.

Benefits at Fiserv:

• Fuel Your Life program to support 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 used for rewards
• Eight Employee Resource Groups to foster a collaborative culture
• Unparalleled professional growth with training development and internal mobility opportunities
• Retirement planning and discounted shares with the Employee Stock Purchase Plan
• Medical dental vision life and disability insurance options available day one
• Tuition assistance and reimbursement program
• Paid parental caregiver and military leave

Salary Range:

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 Diversity and Inclusion:

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.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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 Fiserv email address.