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

About your role:

As a Franchise Priority Unit Associate, you will serve as a dedicated point of contact for franchise owners and multi-location operators with priority service needs. You will manage escalated cases, coordinate cross-functional resolution, and communicate clearly with stakeholders to support timely outcomes. Your work helps protect the franchise experience, strengthen client relationships, and improve confidence in Fiserv support.

What you'll do:

• Serve as a primary point of contact for franchise owners, operators, and field leadership for priority cases through phone, email, and case management tools.

• Triage incoming requests by confirming issue severity, identifying business impact, and initiating escalation paths using defined support processes and service expectations.

• Own cases from intake through resolution by gathering details, coordinating internal actions, documenting progress, and maintaining accountability for follow-up.

• Provide proactive status updates, next steps, and resolution details to franchise partners using clear, business-relevant communication.

• Conduct follow-up outreach after incidents or case resolution to confirm outcomes, reinforce trust, and identify additional support needs.

• Identify recurring issues and case trends, summarize findings, and support recommendations that improve tools, processes, or service delivery.

• Maintain accurate case documentation and follow required authentication, privacy, and data handling procedures in support systems.

• 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 supporting customers in a call center, financial services, or similarly high-volume service environment with direct customer interaction.

• 2+ years of experience managing customer issues through resolution using case documentation, follow-up communication, and established service processes.

• Experience communicating with customers by phone, email, or case management systems while handling multiple priorities in a metrics-driven environment.

• Experience using computer-based systems and audio equipment to support customer interactions, issue tracking, and case updates.

• High school diploma, General Educational Development (GED), or equivalent combination of education, related experience and/or military experience.

Experience that would be great to have:

• Experience supporting franchise owners or multi-location operators in an escalation, service recovery, or relationship-based support environment.

• Experience coordinating with cross-functional teams to resolve complex customer issues and remove blockers.

• Experience identifying trends in case activity and supporting process, documentation, or knowledge improvements.

• Associate's Degree in business, communications, a related field, 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.

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.

Salary Range

$36,975.00 - $50,025.00

These pay ranges apply to employees in Colorado, Hawaii, Illinois, Nevada, Rhode Island and Washington. Pay ranges for employees in other states may differ.

This position is not eligible for an annual incentive opportunity and is also not eligible to earn commissions.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

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 Equal Opportunity:

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.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact [email protected] . Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv's Disability Accommodation Policy for additional information.

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.