Fiserv

Customer Support

• Lead Money Network Level 1 production teams and provide day-to-day operational oversight to meet Service Level Agreements (SLAs) and quality targets.
• Coach, mentor, and develop supervisors, setting clear goals, providing regular feedback, and guiding career growth.
• Administer performance management processes, including evaluations, improvement plans, and corrective actions aligned to company policies.
• Maintain and update departmental procedures, standard work, and documentation to ensure compliance and audit readiness.
• Conduct regular quality reviews, analyze trends, and implement action plans to improve First Call Resolution (FCR), Customer Satisfaction (CSAT), and productivity.
• Plan workload distribution, forecast staffing with workforce management (WFM), and allocate resources to consistently achieve service levels.
• Participate in recruiting activities, interview candidates, and make hiring recommendations to build high-performing teams.

Manager, Customer Service – Money Market

Project Manager

• Provide a holistic view of the overall project to the organization and all stakeholders
• Define the overall scope by building and maintaining a consolidated timeline
• Identify and communicate dependencies and impacts to ensure ongoing control
• Define governance, outline roles, responsibilities, decision rights, and critical issue paths
• Ensure success criteria are defined upfront to promote alignment and actively lead to expected outcomes
• Actively communicate progress on an ongoing basis, ensuring visibility throughout the lifecycle
• Facilitate alignment and approach for all related Fiserv business areas to meet One Fiserv objectives

Senior Project Manager

Systems Engineer

• Lead the design, implementation, and management of complex systems infrastructure.
• Develop and maintain system documentation, including configurations, operations, and troubleshooting procedures.
• Monitor system performance and implement performance tuning measures.
• Collaborate with cross-functional teams to integrate new technologies and systems.
• Conduct system assessments and implement security measures.
• Provide advanced technical support and guidance to ensure system reliability.
• Stay current with industry trends and advancements in systems engineering.

Advisor, Systems Engineering

• Manage the project budget with the project manager, including timecard updates and reconciliation of purchase orders, invoices, and timesheets across vendors and Fiserv
• Build and maintain intuitive document and correspondence repositories that enable clear access and protect sensitive information when required
• Analyze macro- and micro-level patterns in areas of responsibility and present data-backed findings to senior stakeholders
• Serve as main point of contact between third-party vendors, the project manager, and Fiserv regarding contract questions, related personnel, and other project matters
• Serve as main point of contact for OVV team members for technical issues related to state-issued equipment and/or state systems (IEDSS)
• Oversee and facilitate hiring workflows, including candidate communication, onboarding document upkeep, and coordination of administrative onboarding tasks (access, offer letters)
• Collaborate and work alongside the OV&V internal management team in areas of strategic growth and project management

Project Coordinator

Software Engineer

• Participate in all phases of the software development life cycle.
• Customize BASE24 using TAL, prepare unit test plans, and perform unit testing.
• Interface with technical and development teams to develop solutions.
• Monitor Production health, propose improvements, and ensure stability.
• Perform fixes, development projects, and compliance mandates from schemes.
• Responsible for end-to-end development ensuring quality and clarity of projects.
• Support SIT and UAT testing for Base24 development projects.
• Handle technical discussions with external and internal teams.
• Ensure compliance with customer quality standards.

Senior Base 24 Classic Developer

Full-stack Engineer

• Lead the design, development, and implementation of software applications to support Fiserv's business goals. • Collaborate with cross-functional teams to gather requirements and translate them into technical specifications. • Perform coding, testing, and debugging of applications to ensure optimal performance and reliability. • Maintain and improve existing codebases and lead peer review processes. • Mentor junior developers and provide technical guidance to enhance team capabilities.

Specialist, Software Development Engineering – VisionPlus Developer

Business Analyst

• Collaborate closely with Product, Engineering, DevOps, and QA teams within an Agile/Scrum environment
• Drive requirement discovery, shape epics and user stories
• Coordinate certification and integration flows with APM providers
• Support the team with functional analysis throughout the delivery cycle
• Utilise modern tools such as Jira, Confluence, and AI-assisted requirement development to streamline documentation and improve requirement accuracy and completeness
• Maintain comprehensive product and process documentation in Confluence
• Support backlog refinement, story mapping, sprint planning, and delivery readiness activities
• Perform functional analysis of payment flows, including authorisation, capture, refund, reconciliation, and settlement

Technical Business Analyst

• Develop software solutions for financial services
• Collaborate with cross-functional teams
• Contribute to software architecture decisions
• Participate in code reviews and testing

Software Development Engineer – Advisor II

Client Services Representative

• Lead and manage a team of Client Service Representatives to meet or exceed daily service obligations, SLAs, and client expectations
• Drive client retention efforts by identifying risks, coordinating remediation plans, and partnering with sales and product teams on renewal strategies specific to the health insurance client
• Act as a business liaison, delivering market and product expertise to clients and translating client needs to implementation and product teams
• Identify, recommend, and implement cross functional process improvements that streamline service delivery across multiple business units
• Conduct site visits and coordinate client focus meetings to address critical satisfaction issues and strengthen relationships
• Oversee revenue and cost management for assigned clients, ensuring financial performance aligns with business objectives
• Execute coaching, mentoring, and goal setting to develop high performing teams and build succession capacity

Client Service Manager

• Receive inbound fraud related calls, investigate, evaluate and process accordingly
• Monitor systems to detect possible fraudulent behavior related to card or account usage and deliver great customer experience via inbound and outbound calls with clients
• Track and take action on cases within timeframes based on regulatory guidelines and requirements, entering data into systems to accurately record and keep track of required information
• Efficiently navigate multiple systems and screens to access account details, verify client information, and conduct research to resolve inquiries

Fraud Customer Service Associate

Technical Customer Success

• Install, configure, and support Internet-based applications using Microsoft technologies (.NET, IIS, Visual Studio)
• Manage and optimize Microsoft SQL Server databases and associated tools
• Troubleshoot and resolve complex infrastructure and application issues with minimal supervision
• Participate in escalated or high-priority projects with short notice
• Ensure secure system operations and proper handling of sensitive data in compliance with data privacy laws and industry standards
• Work closely with clients to understand infrastructure requirements and deliver client-facing documentation (e.g., Infrastructure Plans, Test Plans, Whitepapers)
• Develop and maintain formal documentation, tools, and processes to improve team efficiency and consistency
• Collaborate with development, QA, and operations teams to ensure end-to-end system reliability and performance

Technical Implementation Specialist

Consultant

• Conduct quality reviews of vendor deliverables with a high degree of accuracy
• Analyze error patterns at a macro and micro level - showing an ability to present data-backed findings to senior stakeholders
• Serve as main point of contact for contract vendors, maintaining a strong, collaborative relationship
• Oversee and produce reporting on vendor activities to be presented to state-level executives

Government Consultant

Account Executive

• Drive new business by proactively sourcing and qualifying opportunities within large merchant accounts
• Develop tailored payments solutions that align to client operations, pain points, and growth objectives
• Present compelling commercial and technical proposals to stakeholders, simplifying complex features into business benefits
• Manage end-to-end sales cycles, coordinating with product, implementation, and channel partners to close deals
• Grow and retain existing portfolios through cross-sell, upsell, and ongoing relationship management
• Negotiate commercial terms and support contract execution with a focus on profitability and client value
• Track and report sales activity and pipeline in CRM to ensure transparent, data-driven forecasting
• Represent Fiserv values in every client interaction, promoting long-term trust and client advocacy.

Corporate Sales Consultant

Client Partner

• Identify , source, and onboard new partners including referral partners , ISVs , ISOs and PayFacs
• Manage and grow a portfolio of strategic partners, acting as the primary commercial point of contact.
• Develop and execute joint go-to-market plans to drive partner-led revenue growth.
• Work closely with Risk, Compliance, Legal, Operations, Product, and Marketing to ensure partners are onboarded and supported in a compliant and scalable way.
• Monitor partner performance against agreed KPIs and use insight to drive continuous improvement.
• Identify upsell and cross-sell opportunities across Fiserv’s product portfolio.
• Act as a senior partner advocate internally, balancing commercial ambition with governance and risk requirements.
• Stay informed on market trends, competitor activity, and partner needs to inform strategy and execution.
• Contribute to the ongoing development and improvement of partner frameworks, onboarding processes, and enablement initiatives.

Senior Partner Development Manager

• Lead the design, development, and implementation of software applications to support Fiserv's business goals.
• Collaborate with cross-functional teams to gather requirements and translate them into technical specifications.
• Perform coding, testing, and debugging of applications to ensure optimal performance.
• Maintain and improve existing codebases and lead peer review processes.
• Mentor junior developers and provide technical guidance to enhance team capabilities.