NAELA's CareerCenter

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Basic Qualifications for Consideration (Must meet all to be considered):
o 1 Year minimum, 2 years preferred WFMS service experience.
o Strong Customer Service skills with high expectation for ownership of issues
o Must be proficient with WFMS proprietary tools (Pricing Database and BTD)
o Ability to multi-task in high volume workflow with minimum productivity requirements; strong organizational skills are critical.
o Must have strong written and verbal communication skills to effectively communicate with varying levels of Management.
o Strong mathematical, analytical, and investigative skills
o Critical thinking and ability to empathize and de-escalate emotional phone calls with customers
o High School Diploma or HS Equivalent required
Preferred Skills, Experience, and Education (Should not be used for screening, but rather to narrow down selection of candidates):
o Prior Team Leader, Quality Assurance, Account Management, or Complaint Management helpful, but not required.
o Project experience helpful, but not required

Job Duties:
o Team Member is responsible for 100+ open ticket queue at all times and is expected to assist with inbound phone calls during peak intervals.
o Team member has full ownership to resolve or facilitate resolution of issues related to, but not limited to: Identifying processing issues and Interchange qualification, chargebacks, billing and funding investigations, statement reviews and fee inquiries, Account Maintenance, facilitate PCI compliance conversations, answer product questions, provide troubleshooting assistance for Class A&B terminal products, perform terminal downloads and training for new and existing customers, issue call tags, add/remove equipment, and add/change terminal features
o Team Member performs refund negotiations with responsible application of high level refund empowerment.
o Independently performs rate reviews and pricing negotiations - expected to wisely balance WFMS needs with Customer Retention.
o Responsible to create merchant facing letters, as needed, subject to Legal/Marketing approval.
o Responsible for complaint investigations, including, but not limited to: Better Business Bureau, Attorney General, Social Media, Senior Leadership (Office of President or Board of Directors), Claims of Misrepresentation or errors, and Legal escalations.
o Responsible to work outbound phone projects for compliance, marketing, and strategy initiatives. Team Member must have a working knowledge of Excel to report progress on projects.
o Team is responsible for follow-up on critical retention triggers (ie.....poor survey results, repeat callers, marketing escalations, etc......)
o Liaison with broader Fiserv organizations, Wells Fargo Executive Office, Wells Fargo Complaint Team, Finance, Collections, Risk, and FDGL for escalated matters.
o Process large rebate and refund files for WFMS.
o Manage email box for assignment, completion, and reporting of workflow.

In order to protect our Fiserv community, Fiserv requires all newly hired employees in the United States to be fully vaccinated before their start date. Proof of vaccination will be a condition to hiring. Fiserv complies with all applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.