▷ (Apply in 3 Minutes) Client Support Tier 2 - Sr Professional I

Job Description

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

Client Support Tier 2 - Sr Professional I

We are seeking a motivated and hands-on Team Leader / TeamManager to lead a small but high-performing team responsible for managing transaction disputes, clearing & settlement processes, and customer service requests. This role is ideal for someone with a strong operational background in fintech or digital banking, who is ready to take the next step into leadership.

Key Responsibilities

Disputes Management

Supervise the end-to-end resolution of transaction disputes across digital channels (UPI, IMPS, cards, wallets).

- Ensure adherence to regulatory timelines (e.g., NPCI, RBI) and internal SLAs.
- Act as a point of escalation for complex or high-value disputes.
- Analyze dispute trends and recommend preventive measures.

Clearing & Settlement

Oversee daily clearing and settlement operations for real-time and scheduled transactions.

- Ensure accurate reconciliation of transactions with partner banks, payment processors, and internal systems.
- Identify and resolve settlement mismatches or failures in coordination with tech and finance teams.
- Support automation and process optimization initiatives.

Service Request Management

Manage a team handling customer and partner service requests via CRM platforms (e.g., Zendesk, Freshdesk).

- Monitor ticket queues, assign priorities, and ensure timely resolution.
- Collaborate with cross-functional teams to resolve recurring issues and improve customer experience.
- Track and report on service metrics and team performance.

Leadership & Team Management

Lead, coach, and mentor a team of 48 analysts or associates.

- Conduct regular performance reviews and provide feedback and training.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Support the Operations Manager in strategic planning and reporting

Qualifications

Bachelor's degree in Commerce

- 810 years of experience in fintech, digital banking, or financial operations.
- At least 24 years of experience in a team lead or supervisory role.
- Strong understanding of digital payment systems (UPI, IMPS, NEFT, card networks).
- Familiarity with reconciliation tools, CRM systems, and dispute management workflows

Key Skills

Leadership and team coordination

- Operational excellence and attention to detail
- Strong communication and stakeholder management
- Analytical thinking and problem-solving
- Customer-first mindset with a focus on service quality

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.

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