Customer Service Sr. Associate II

About your role:

As a Franchise Priority Unit Associate you will serve as a dedicated point of contact for franchise owners and multi-location operators with priority service needs. You will manage escalated cases coordinate cross-functional resolution and communicate clearly with stakeholders to support timely outcomes. Your work helps protect the franchise experience strengthen client relationships and improve confidence in Fiserv support.

What youll do:

• Serve as a primary point of contact for franchise owners operators and field leadership for priority cases through phone email and case management tools.
• Triage incoming requests by confirming issue severity identifying business impact and initiating escalation paths using defined support processes and service expectations.
• Own cases from intake through resolution by gathering details coordinating internal actions documenting progress and maintaining accountability for follow-up.
• Provide proactive status updates next steps and resolution details to franchise partners using clear business-relevant communication.
• Conduct follow-up outreach after incidents or case resolution to confirm outcomes reinforce trust and identify additional support needs.
• Identify recurring issues and case trends summarize findings and support recommendations that improve tools processes or service delivery.
• Maintain accurate case documentation and follow required authentication privacy and data handling procedures in support systems.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience youll need to have:

• 2 years of experience supporting customers in a call center financial services or similarly high-volume service environment with direct customer interaction.
• 2 years of experience managing customer issues through resolution using case documentation follow-up communication and established service processes.
• Experience communicating with customers by phone email or case management systems while handling multiple priorities in a metrics-driven environment.
• Experience using computer-based systems and audio equipment to support customer interactions issue tracking and case updates.
• High school diploma General Educational Development (GED) or equivalent combination of education related experience and/or military experience.

Experience that would be great to have:

• Experience supporting franchise owners or multi-location operators in an escalation service recovery or relationship-based support environment.
• Experience coordinating with cross-functional teams to resolve complex customer issues and remove blockers.
• Experience identifying trends in case activity and supporting process documentation or knowledge improvements.
• Associates Degree in business communications a related field or equivalent combination of education related experience and/or military experience.

How youll 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.

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.