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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
Service Management - Professional I
What does a successful Service Management - Professional I do at Fiserv?
As a Service Management - Professional I, you will support high-value merchants through a relationship-led service model focused on end-to-end issue ownership and proactive engagement. You will work across billing, devices, software, funding, risk, chargebacks, and retention-related needs while partnering with internal teams to resolve complex issues. Your work helps protect merchant value, strengthen retention, and improve the overall client experience.
What you'll do:
Manage merchant issues from initial intake through full resolution, ensuring clear communication, timely follow-up, and documented outcomes
Proactively engage merchants based on account health indicators, service trends, and growth opportunities to improve satisfaction and retention
Investigate and resolve complex service issues across billing, device, software, funding, risk, and chargeback-related processes
Coordinate with cross-functional partners to remove barriers, align on next steps, and deliver a seamless merchant experience
Use sound judgment within established authority levels to make service decisions that support merchant retention and value protection
Identify root causes, service gaps, and recurring issues, then recommend process improvements to reduce repeat contacts and improve resolution outcomes
Maintain accurate case documentation, account notes, and follow-up actions in designated service management systems
Experience you'll need to have:
3+ years of experience in merchant services, client support, account management, or service operations with responsibility for managing issues through resolution
3+ years of experience working across multiple service domains such as billing, payments, devices, software support, funding, risk, chargebacks, or retention
3+ years of experience using customer relationship management systems, case management tools, and service documentation practices to track actions and outcomes
Demonstrated ability to analyze account issues, coordinate cross-functional resolution activities, and communicate status, decisions, and next steps with clients and internal partners
Bachelor's degree in business, communications, operations, or a related field, or equivalent combination of education, related experience and/or military experience
Experience that would be great to have:
Experience supporting high-value or strategically important merchant relationships
Knowledge of merchant health indicators, retention practices, and proactive outreach strategies
Experience in payments, financial technology, or commerce-related service environments
Experience identifying trends in service data and recommending operational improvements
How you'll work: This role requires use of a computer and audio equipment.
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.
Salary Range:
$45,600.00-$57,000.00
These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
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