WFMS Select Service Advisor - #9145934

Fiserv, Inc.

Date: Aug 6, 2022
City: Warfordsburg, PA
Contract type: Full time
Fiserv, Inc.
Basic Qualifications for Consideration (Must meet all to be considered):

o Strong Customer Service skills with high expectation for ownership of issues

o Ability to multi-task in high volume workflow with minimum productivity requirements

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 2 Years Merchant Services or Customer Service experience preferred

o Technical background helpful, not required, to assist with troubleshooting equipment issues

o MSA, Remedy, Client Line, Business Track, Merchant Manager, Microsoft Teams, Excel, and FDPOS knowledge helpful, not required

Job Duties:

o Team Member handles 500+ inbound phone calls per month from Wells Fargo Bankers, Business Sales Consultants, Account Managers, and Merchants.

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 is expected to perform refund negotiations with responsible application of high level refund empowerment.

o Independently perform rate reviews and pricing negotiations – expected to wisely balance WFMS needs with Customer Retention

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