Business Partner Support Specialist

A Business Partner Support Specialist provides internal and external client solutions for compliance, end of life, complex issues and escalated items. This role requires knowledge of multiple products, the ability to deepen or retain relationships and research and solve complex issues. This position requires the ability to investigate and resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. Business Partner Support Specialists maintain and track outstanding servicing requests, provide thorough follow up and are accountable for the successful resolution of all customer requests. Additional responsibilities include working and escalating Inquiry-Point tickets submitted by Bank Partners for issues encountered within the Commerce Control Center application.

What you'll do:

• Provide merchant specific operational support to Bank Partners on procedures and help solve client/banker concerns

• Proficient with navigating the CCC reporting platform

• Completing successful follow-ups to ensure accuracy, client-satisfaction, and timely resolution

• Provide feedback to leadership regarding procedures that may be out of process or outside of the scope of client needs

• Serve as a mentor for agents new to role by providing support, reference material, and real-time recommendations via chat, email, or floor support

• Possess expanded knowledge of proprietary or external systems outside of normal production scenarios

• Engage in escalated calls, emails, and correspondence from Merchants, Business Partners, and Leadership Team

• Navigate through various systems, including CCC, North, South, Proprietary and TSYS platform applications in an effort to research and resolve inquiries

• Effectively respond to merchant issues regarding interchange and chargeback compliance, merchant billing, funding and batch detail reports, e-Commerce products and reporting to resolve client concerns and answer questions

• Provide merchant specific operational support to Relationship Teams/Sales on procedures and escalation points within portfolio

• Resolve merchant inquiries regarding billing, reporting, payments, products and solutions researching and responding with a solution

• Communicate clearly:

Experience you'll need to have:

• One year of experience with merchant processing with Fiserv or Bank of America Merchant Services

• Meeting in Business Objectives or Development Goals for current Fiserv role

Experience that would be great to have:

• Demonstrate superior problem solving and troubleshooting skills

• Strong knowledge of Fiserv’s products and applications, systems, service models, and segment support.

• Communicates clearly: Listens actively to others, engages in, and encourages two-way dialogue, selects the right level of communication for the audience, excellent written communication skills

• Ability to work independently with minimal supervision

• Openly shares feedback, information, ideas and best practices.

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 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