What does a great (insert position title) do? You will handle 500+ inbound phone calls per month from Wells Fargo Bankers, Business Sales Consultants, Account Managers, and Merchants. You will have full ownership to resolve or facilitate resolution of issues related to, but not limited to: Identifying processing issues and Interchange qualification, chargebacks, billing and funding investigations, statement reviews and fee inquiries, Account Maintenance, facilitate PCI compliance conversations, answer product questions, provide troubleshooting assistance for Class A&B terminal products, issue call tags, and add/change terminal features. You will be encouraged to perform refund negotiations with responsible application of high-level refund empowerment as well as independently perform rate reviews and pricing negotiations - encouraged to wisely balance WFMS needs with customer Retention.
Basic Qualifications for Consideration :
High school graduate/GED
Strong Customer Service skills with high expectation for ownership of issues.
Ability to multi-task in high volume workflow with minimum productivity requirements.
Must have strong written and verbal communication skills to effectively communicate with varying levels of Management.
Strong mathematical, analytical, and investigative skills.
Critical thinking and ability to empathize and de-escalate emotional phone calls with customers.
Hours are 12:30pm - 9:00pm
Preferred Skills, Experience, and Education:
2 Years Merchant Services or Customer Service experience.
Technical background helpful, not required, to assist with troubleshooting equipment issues.
MSA, Remedy, Client Line, Business Track, Merchant Manager, Microsoft Teams, Excel, and FDPOS knowledge.
Who We Are:
To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options.
We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.
Life moves fast. And as it does, we know most people aren't thinking about "financial services" But we are.
We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.
We're Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company's approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.
Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World's Most Admired Companies for the seventh consecutive year, we are committed to excellence and purposeful innovation.
The Merchant Joint Ventures and Acquirer Processing business brings to bear the transformative combination of Fiserv and First Data to deliver extraordinary value to merchant customers. One of the foundational strengths of our company is the size and scope of our acquiring processing capabilities. These products and services are widely used by many channels that serve merchants -- both directly and indirectly. With the proliferation of payment providers in the marketplace, we are at the forefront of growth and innovation. Fiserv has established our Acquirer Processing Capability (APC) as a product line and business. The focus of the APC will be to analyze all areas of our acquirer processing products and services to clearly define costs, volumes, and trends across our direct merchant acquiring channels, merchant Joint Ventures, and acquiring partners. In establishing this product line, our goal is to define strategies for growth, innovation, cost-effectiveness, and greater profitability.
We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.