Fiserv

Senior Customer Service Associate II

Fiserv

full-time

Posted on:

Location Type: Remote

Location: Florida • Idaho • United States

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Salary

💰 $36,975 - $50,025 per year

Job Level

Senior

About the role

  • Serve as a primary point of contact for franchise owners, operators, and field leadership for priority cases through phone, email, and case management tools.
  • Triage incoming requests by confirming issue severity, identifying business impact, and initiating escalation paths using defined support processes and service expectations.
  • Own cases from intake through resolution by gathering details, coordinating internal actions, documenting progress, and maintaining accountability for follow-up.
  • Provide proactive status updates, next steps, and resolution details to franchise partners using clear, business-relevant communication.
  • Conduct follow-up outreach after incidents or case resolution to confirm outcomes, reinforce trust, and identify additional support needs.
  • Identify recurring issues and case trends, summarize findings, and support recommendations that improve tools, processes, or service delivery.
  • Maintain accurate case documentation and follow required authentication, privacy, and data handling procedures in support systems.

Requirements

  • 2+ years of experience supporting customers in a call center, financial services, or similarly high-volume service environment with direct customer interaction.
  • 2+ years of experience managing customer issues through resolution using case documentation, follow-up communication, and established service processes.
  • Experience communicating with customers by phone, email, or case management systems while handling multiple priorities in a metrics-driven environment.
  • Experience using computer-based systems and audio equipment to support customer interactions, issue tracking, and case updates.
  • High school diploma, General Educational Development (GED), or equivalent combination of education, related experience and/or military experience.
  • Experience supporting franchise owners or multi-location operators in an escalation, service recovery, or relationship-based support environment would be great.
  • Experience coordinating with cross-functional teams to resolve complex customer issues and remove blockers would be great.
  • Experience identifying trends in case activity and supporting process, documentation, or knowledge improvements would be great.
  • Associate's Degree in business, communications, a related field, or equivalent combination of education, related experience and/or military experience would be great.
Benefits
  • 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 and discounted shares with the Employee Stock Purchase Plan.
  • Tuition assistance and reimbursement program.
  • Paid parental, caregiver, and military leave.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
case documentationissue trackingcustomer supportservice processesescalation managementdata handling proceduresmetrics-driven environmentcommunication skills
Soft Skills
accountabilityproactive communicationrelationship managementproblem-solvingcross-functional collaborationtrust reinforcementorganizational skills
Certifications
high school diplomaGeneral Educational Development (GED)Associate's Degree