Customer Service - Sr Associate II

** Calling all innovators - find your future at Fiserv.*
* 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*
* Customer Service - Sr Associate II

As a Customer Service Associate, you will support franchise partners with time-sensitive questions related to financial transactions, electronic payments, and service requests. You will work with internal support teams to triage issues, research root causes, and drive resolution. This role helps protect the franchise experience through timely communication, accurate documentation, and consistent follow-through.

** What you'll do:*
* + Manage incoming franchise priority cases through phone, email, and case management tools while providing timely and accurate support.

+ Triage requests, confirm business impact, and route or escalate issues based on defined playbooks and service-level expectations.

+ Research transaction, payment, and service issues to identify root cause and coordinate resolution with internal partners.

+ Communicate case status, next steps, and resolution details clearly to franchise partners and internal teams.

+ Maintain complete and compliant case documentation while following authentication, privacy, and data handling requirements.

+ Identify recurring issues, document trends, and share recommendations that improve processes and reduce repeat contacts.

+ Meet quality, productivity, and customer experience goals in a high-volume support environment.

+ Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

** Experience you'll need to have:*
* + 2+ years of experience in a customer-facing role within a call center, contact center, financial services, payments, or transaction support environment.

+ Experience using case management systems, email, and phone support tools to document, track, and resolve customer issues.

+ Ability to troubleshoot basic issues related to electronic payments, account servicing, and transaction support while following defined procedures.

+ Ability to maintain a quiet and secure work environment and reliable internet connectivity that supports consistent client interactions.

+ High school diploma or equivalent, or equivalent combination of education, related experience and/or military experience.

** Experience that would be great to have:*
* + Experience supporting franchisees or multi-location operators in an escalation or priority support environment.

+ Experience partnering with teams such as Billing, Information Technology, Compliance, Training, or Field Operations to resolve issues.

+ Knowledge of incident management practices, service-level expectations, and case trend analysis.

+ Associate's degree or Bachelor's degree, or equivalent combination of education, related experience and/or military experience.

** How you'll 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.

+ This role requires use of a computer and audio equipment.

+ You will work an assigned schedule of 11:30am-8pm.

** Travel:
** None

** 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

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

It is unlawful to discriminate against a prospective employee due to the individual's…