Fiserv Client Support Representative I in Portland, Oregon

Position Description

What does a great Client Support Representative I do?

  • You will act as the primary Chargeback contact and provides support of Fiserv Expanded clients’ card portfolio chargeback programs (debit, credit, prepaid)

  • Effectively communicates appropriate dispute resolution processing for Visa or MasterCard debit/credit clients in efforts to deepen Fiserv product penetration.

  • You will perform analysis and chargeback input for a queue of clients: reviews and processes dispute/fraud claims in a timely and accurate manner in support of the department’s Service Level Agreements while maintaining awareness of Visa or MasterCard processing timeframes, regulations, and processing changes.

  • Maintains strong working knowledge of all internal and network processing systems and software as well as Regulation E, Regulation Z and Visa or MasterCard processing timeframes and regulations.

  • You will resolve moderately complex issues on behalf of clients in support of dispute resolution processing; compare alternative actions and decide on appropriate approach.

  • Respond to inquiries from internal and external clients regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status and data input.

  • Perform maintenance and settlement reconciliations using various software applications with the goal of maintaining loss Sigma score minimum of 5.4.

ESSENTIAL JOB RESPONSIBILITIES:

  • Claims Processing (75%)

  • Review and lead multiple queues in support of 200 – 400 clients

  • Conduct analysis and process dispute claims in accordance with network operating regulations and internal SLA timeframes.

  • ACD Telephone responsibility (20%)

  • Maintain availability and respond to incoming client inquiries. Research/ticketing (5%)

  • Research client and/or system issues and document results/findings.

  • Performs other duties as required


BASIC QUALIFICATIONS FOR CONSIDERATION:

  • High school graduate from an accredited school required

  • 1+ years of financial services experience preferred

  • Customer service experience preferably in back office credit/debit a plus

ADDITIONAL SKILLS/KNOWLEDGE:

  • Relationship and communication skills to ensure proper client interaction in handling dispute resolution and loss recovery

  • Possess a high level of computer skills (to effectively utilize multiple EFT systems, Excel, Word and PowerPoint)

  • Working knowledge of workstations and database software

  • Strong analytical and problem solving skills

  • Ability to independently handle a variety of responsibilities at a time and be able to prioritize those tasks

  • Ability to work extended hours as needed to meet department needs.

PREFERRED QUALIFICATIONS FOR CONSIDERATION:

  • Knowledge of Visa/MasterCard Operating Regulations

  • Familiarity with the Electronic Funds Transfer (EFT) industry, Regulation E and Regulation Z.

WHO WE ARE:

Find Your Forward at Fiserv, a FORTUNE™ 500 company, and join the industry leader in financial services technology. With more than 23,000 associates around the world, we're pushing the boundaries of what's possible with deep expertise and a commitment to innovation.

At Fiserv, you'll find a collaborative environment that values teamwork and open-mindedness. Our unique combination of expertise and innovative spirit helps us deliver the most comprehensive financial solutions to banks and businesses worldwide. We're helping more businesses move money faster and more easily than ever before. Explore the possibilities of a career with Fiserv and Find Your Forward with us.

Fiserv is an Equal Opportunity Employer/Disability/Vet.

Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.