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Fiserv
Fiserv
H1B Visa SponsorConsultingLogisticsMarketing
Fiserv develops financial services technology for individuals, businesses, financial institutions, credit unions, enterprises, and public-sector organizations. Its products support digital banking, payment processing, commerce, and integrated payment capabilities that help fintech and software providers offer and monetize financial services. The company also works with small and diverse businesses through corporate responsibility initiatives.
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Client Service Manager, Embedded Finance - Jacksonville, FL

Manage client support queues, triage requests, coordinate escalations, and track service performance for Fiserv’s embedded finance operations. Use operational analysis and reporting to improve issue resolution and client support.

USUnited StatesFLFloridaNJNew Jersey
$78,000 – $138,000 / year
On-siteFull-timeMiddleSeniorEnglish RequiredClient ServicesClient Services Representative
ServiceNow

Description

  • Oversee the Client360 queue for assigned clients and manage inquiries through resolution
  • Evaluate urgency, severity, client impact, information needs, and potential SLA exposure to prioritize and escalate requests
  • Conduct initial triage using platform tools, administrative interfaces, reports, logs, knowledge articles, and established procedures
  • Assign requests or coordinate resolution with Product, Operations, Client Services, Technology, and third-party teams
  • Manage client communications, provide timely progress updates, clarify next steps, and confirm resolution
  • Track aging, stalled, reopened, high-severity, and SLA-risk items while driving action plans and escalations
  • Prepare recurring client- and portfolio-level reports covering ticket volumes, trends, aging, severity, assignments, response and resolution performance, and service targets
  • Review queue data to uncover recurring issues, routing deficiencies, workload patterns, and process improvement opportunities
  • Keep ticket records complete and accurate, documenting business impact, troubleshooting, decisions, dependencies, owners, dates, communications, and closure details
  • Collaborate with relationship managers and internal support leaders on operational reviews, risks, and client priorities
  • Create dashboards, scorecards, and reporting views in Excel and enterprise reporting tools, and support Power BI reporting
  • Strengthen intake standards, queue-management practices, escalation paths, knowledge content, and repeatable service procedures

Requirements

  • Bachelor’s degree in business, information systems, technology, operations, or a related discipline, or an equivalent combination of education and relevant experience
  • At least 3 years of experience in client service, technical support, service operations, incident or request management, production support, or a related environment
  • Experience owning or coordinating a case-management or ticket queue and working across teams to resolve issues
  • Strong client focus and written and verbal communication skills, with the ability to turn technical or operational details into clear business updates
  • Working knowledge of ticket triage, severity evaluation, escalation procedures, service metrics, and SLA or service-target monitoring
  • Strong analytical and problem-solving abilities
  • Intermediate to advanced Microsoft Excel proficiency, including pivot tables, lookups, formulas, charts, data validation, and repeatable reporting
  • Ability to learn and navigate multiple enterprise tools and platform interfaces
  • Ability to manage competing priorities, maintain accuracy, and follow through in a fast-paced, client-facing environment
  • Experience with Client360, ServiceNow, CRM, case-management, or comparable service platforms is preferred
  • Experience building dashboards or visual reports in Microsoft Power BI
  • Background in financial services, payments, banking, fintech, or embedded finance
  • Experience supporting client operational reviews, service scorecards, or executive reporting
  • Knowledge of continuous-improvement methods and ability to document repeatable workflows, controls, and escalation procedures
  • Experience coordinating across distributed teams, third parties, and multiple levels of technical and business support

Benefits

  • Annual incentive opportunity for eligible associates, which may include a combination of cash bonus and equity awards
  • Fiserv is an equal opportunity employer
  • Reasonable accommodation support is available throughout the application and hiring process

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