Manager Client Support I

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Job Title

Manager Client Support I

About this role:

The Client Support Manager leads Community Financial Institutions (CFI) merchant services support operations for merchants, financial institution partners, and internal teams. You will manage service delivery, associate performance, escalation handling, operational controls, and process improvements. Your work helps improve inquiry resolution, support consistency, regulatory adherence, and partner communication across CFI merchant services.

What you'll do:

• Lead daily CFI merchant services support operations, including assigned associates, team leads, or supervisors within the reporting structure.

• Align staffing, schedules, backup coverage, and workload distribution with call volumes, inquiry demand, partner needs, and service commitments.

• Interview, onboard, coach, cross-train, and develop associates to improve product knowledge, issue resolution, documentation, and service delivery.

• Conduct team and individual check-ins, complete performance reviews, address training needs, and coordinate people-management matters with HR.

• Own CFI support workflows from intake and triage through assignment, resolution, follow-up, and closure.

• Oversee escalations, assign primary and backup ownership, coordinate timely resolution, and provide accurate status updates to stakeholders.

• Monitor service levels, inquiry aging, backlog, quality, productivity, repeat contacts, and resolution trends to identify risks and corrective actions.

• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you'll need to have:

• 6+ years of experience in operations, client support, merchant services, financial services, or financial institution support environments.

• 2+ years of experience managing and developing teams in a customer support, operations, or service delivery environment.

• 3+ years of experience managing service levels, inquiry queues, escalation processes, staffing plans, or operational reporting.

• 3+ years of experience developing procedures, maintaining knowledge resources, or implementing process improvements with leadership or compliance approval.

• 2+ years of experience using Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, internet-based tools, and email for reporting, documentation, and communication.

• 2+ years of experience preparing written updates, presenting operational results, analyzing service trends, and documenting issue resolution actions.

• Bachelor’s degree or higher in Business Administration, Finance, Operations Management, or a related field or equivalent combination of education, related experience and/or military experience.

Experience that would be great to have:

• Experience supporting Community Financial Institutions merchant services, financial institution partners, or a comparable merchant support operational function.

• Experience leading cross-functional projects, root-cause analysis, or process-improvement initiatives across operations, training, compliance, and relationship management teams.

• Experience participating in financial institution partner visits, account reviews, service reviews, or merchant issue resolution discussions.

• Experience developing merchant services procedures, partner education content, or associate development programs.

How you'll work:

• This role requires use of a computer and audio equipment.

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 including 401k match and discounted shares with the Employee Stock Purchase Plan.

• Tuition assistance and reimbursement program.

• Paid parental and military leave.

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island, Vermont, Virginia, Maine or Washington.

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

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

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.