Specialist, Client Operations Support

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 Specialist Client Operations Support What does Specialist - Client Operations Support do in Fiserv As a Specialist of Client Operations Support your primary role will be to work with internal external partners to add manage remit billers for the walk-in bill pay business Provide Support to Spanish-Speaking Agent Clients What will the person do in his role Spanish-Speaking Agent Support Handle a weekly queue of 60-70 calls from Spanish-speaking agents Provide support to small chains including Su Casa de Cambio Ranch Market Ideal Market and Check Cash Depot Responsibilities include BSA compliance assistance Agent Gateway Setups Facilitate support for agents under this platform with user creation equipment setup and training Operations Support Provide primary operations support for Walmart and national chains unassigned to regional managers Vetting Process Initiate the vetting process for new non-contracted billers Operational Issue Resolution Partner with agents and clients on operational issues escalated to the ACBS team Agent Activations Assist with agent activations re-activations and terminations Adjustment Requests Initiate adjustment requests sent to the ACBS email Payment Reports Set up SRP ACH and payment reports requested by agents and chains Biller Fee Changes Handle incoming biller fee change requests fill out necessary templates and open ServiceNow tickets detailing required scripts Escalated Payment Issues Partner with internal teams to resolve escalated agent and chain payment and ACH issues Backup Support Provide primary backup support for accounts when the primary contact is out of office Rejected Payments Review daily rejected payments reports to initiate cancellations refunds for Kroger and US Payments Email rejected payment letters to Kroger divisions and inquire about details for rejected payments with US Payments Distribute Failed ACH report Resolve agent failed ach s Facilitate the setting up of merchant ids with the various processor acquiring relationships Coordinate with various internal partners in the implementation process of new and existing clients to identify the MID needs for that implementation Monitor Smartsheet for agent bank changes verify information is correct Work with retailers CSP s and Settlement to resolve deposit discrepancies Escalate to internal collections if needed Understand reconciliation and funds flow and be able to communicate effectively with retailers Review agent with unusual transaction volume increases Good analytical skills to identify anomalies Be able to work with external vendor and agent to facilitate the ordering of deposit tickets for new banking setups Accuracy and effective written communication Verify banking documentation and update agent banking in CheckFree Pay system Data entry accuracy and adherence to procedure Share Process Improvement ideas Create and maintain version-controlled SOPs What does the person need to have Bachelor s degree in any stream with knowledge of Banking Domain Must be fluent in Spanish written and verbal Must be fluent in English written and verbal 5-7 years relevant experience preferred Experience of working with Product support and high availability solutions support environments complex financial environment preferred Proven customer service skills Ability to work non-standard hours and holidays as part of 24X7 team Ability to work under pressure to complete tasks on schedule and with high quality Advanced MS Office skills What would be great to have An advanced degree in Finance Banking or related discipline Expertise in Power BI Sharepoint SQL Power Apps Advance MS Office Skills 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