Customer Service Representative

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 Representative

About your role:

As a Customer Service Representative, you will serve as a key liaison between internal teams and the operations team, ensuring timely resolution of merchant issues and consistent production support. You will combine customer empathy, problem-solving, and communication skills to minimize service disruptions and enhance client satisfaction. You will also support accurate documentation and reporting to help improve processes and meet defined service level agreements (SLAs).

What you'll do:

• Act as a primary point of contact for client inquiries, ensuring resolution within defined service level agreements (SLAs) and maintaining strong client relationships.

• Collaborate with internal operations teams to troubleshoot and resolve merchant issues efficiently.

• Analyze client requests and production issues to identify root causes and recommend process improvements.

• Communicate clearly and professionally with internal stakeholders and merchant contacts, providing status updates and guidance as needed.

• Provide timely reporting, follow-up, and escalation of issues to appropriate teams to ensure continuity of service.

• Maintain accurate documentation of merchant interactions, production activities, and resolutions in required systems.

• Work in an office environment, primarily at a desk using a computer for data analysis, documentation, and communication.

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

Experience you'll need to have:

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

• 2+ years of experience in customer service, administrative support, or account/relationship management in a production or operations environment.

• Experience managing multiple priorities independently while meeting deadlines and following defined procedures.

• Experience using Windows PCs and productivity tools such as Microsoft Excel, Outlook, and Teams to analyze data and communicate with stakeholders.

• Experience applying clear verbal and written communication skills to support a customer-first mindset.

• Experience building and maintaining professional working relationships with clients and internal teams.

Experience that would be great to have:

• College degree in business, operations, or a related field, or an equivalent combination of education, related experience and/or military experience.

• Experience with payment processing, merchant services, or related financial services environments.

• Experience working with Fiserv platforms, systems, or operational areas.

• Experience using data and metrics to support analytical and problem-solving activities.

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.

Sponsorship:

You must currently possess valid and unrestricted Canada 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:

• Extended Health Care and Vision Benefits

• Dental Benefits

• Basic Life Insurance

• Optional Life Insurance

• Accidental Death & Dismemberment (AD&D)

• Optional Accidental Death & Dismemberment (AD&D)

• Short-Term Disability (STD)

• Long-Term Disability (LTD)

• Registered Retirement Savings Plan (RRSP)

• Non-registered Savings Plan (NREG)

• Employee Stock Purchase Plans (ESPP)

• Paid Sick Time Program

• Recharge and Refuel (R&R)

• Employee Assistance Program (EAP)

• Fuel Your Life Wellness Program

• Living Proof Recognition Program

Salary Range:

$43,200.00-$54,000.00

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 agreements. Please 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.