Client Support Manager

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

About the Role:

As a Client Support Manager, you will oversee a team of Client Service Specialists who provide account assistance and address merchant processing inquiries. You will engage with clients to discuss the solutions they currently use or those that may suit their needs.   This is a contact center environment with a high level of focus on providing great client experience every time you speak with a client. Manage a team who perform day to day servicing for Clients or deliver proactive service solutions to Clients in support of Fiserv’s “Customer First” initiatives.

What you will do:

• Monitor and effectively managing to establish KPI’s Monitor and manage to KPIs and service levels (e.g., ASA, abandon rate, quality scores, adherence, productivity) and implement improvement plans when targets are missed
• Lead, coach, and develop a team of call center agents; conduct 1:1s, performance reviews, and ongoing feedback.
• Monitor service levels (ASA, abandon rate), quality scores, adherence, and productivity; implement improvement plans as needed.
• Handle escalations and ensure effective resolution of complex or sensitive cases.
• Ensure compliance with policies, procedures, and regulatory requirements (authentication, privacy, complaint handling).
• Partner with training and quality teams to close performance gaps through coaching and targeted refreshers.
• Manage scheduling, attendance, and workforce needs in partnership with workforce management.
• Work with the Operations Team on critical initiatives including, but not limited to, external projects, incident response, process improvement, employee training, and developing/maintaining standard operating procedures.
• Ensure departmental compliance with system auditing, client profile updates, and other administrative duties.
• Incumbent will keep open communication with team and surface consistent experiences found across the team.
• Responsible for employee management and achievement of assigned key performance indicators, coaching where necessary.

Experience you’ll need to have:

• 2–5+ years in a contact center environment, including people leadership experience.
• Strong coaching skills and ability to manage performance to goals.
• Working knowledge of call center KPIs and quality monitoring practices.
• Strong conflict resolution, documentation, and communication skills.

What Would Be Great to Have:

• Previous role(s) in Customer Service, Call Center, Account Management, Operations or Technical Support a plus.
• Previous management experience required with experience managing a team of twelve or more non-exempt teams a plus Banking/financial services experience and familiarity with customer authentication and privacy requirements.
• Experience with CRM/call center platforms (e.g., Genesys, Avaya, NICE, Salesforce) and workforce tools.
• Knowledge of the complete suite of Fiserv products and services is a plus

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

Salary Range:

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.