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About the role
Key responsibilities & impact- Serve as the primary relationship owner for a portfolio of commercial card clients, managing onboarding, escalations, and ongoing health reviews.
- Man an inbound client support phone line during business hours — fielding questions, triaging issues, and resolving card operations problems in real time.
- Field and resolve complex support requests across card issuance, transaction disputes, authorization rules, and program controls.
- Partner with card operations and product teams to triage processor-side issues and advocate for client-impacting fixes.
- Build and present business reviews (QBRs) covering utilization, exception trends, and program optimization recommendations.
- Guide clients through card program changes — new product features, network rule updates, and regulatory changes.
- Help build the support playbook — documenting processes, escalation paths, and resolution workflows as the function grows.
- Monitor renewal health, proactively flagging at-risk accounts and collaborating on retention plays.
Requirements
What you’ll need- ~7 years in customer success, client services, or card operations — with meaningful time directly supporting commercial card programs.
- Prior experience at a bank or credit union in a commercial cards capacity (issuing, program management, or card operations).
- Strong understanding of commercial card products: corporate cards, purchasing cards, virtual cards, and fleet programs.
- Comfortable owning a live phone support queue — responsive, composed, and solutions-oriented under real-time pressure.
- Familiarity with card support workflows: disputes, chargebacks, authorization declines, card controls, and fraud escalations.
- Excellent client communication skills — able to translate technical card operations issues into clear, calm client-facing language.
- Self-starter mindset — you don't need a fully built team or established playbook to do good work.
- Hands-on experience with card processing platform(s) — including file formats, dispute workflows, or back-office tools (strongly preferred).
- Exposure to ACH, payment file formats, or back-office settlement processes.
- Experience with CRM or CS platforms (e.g. Zendesk or similar).
- Familiarity with interchange, network compliance, or card program economics.
- Note on Fiserv experience: Fiserv platform experience is a meaningful differentiator for this role. Candidates who have worked directly with Fiserv's card processing tools, dispute management system, or data file formats will ramp significantly faster.
Benefits
Comp & perks- Fully remote (US) 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
ATS Keywords
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Hard Skills & Tools
Commercial Card ProductsCard OperationsDispute WorkflowsAuthorization RulesProgram ControlsTransaction DisputesFraud EscalationsACH ExposurePayment File FormatsNetwork Compliance
Soft Skills
Solutions-OrientedSelf-Starter MindsetComposed Under PressureClear Communication