Customer Service - Sr. Associate II

About your role:

As a Franchise Priority Unit Associate, you will serve as a dedicated point of contact for franchise owners and multi-location operators with priority service needs. You will manage escalated cases, coordinate cross-functional resolution, and communicate clearly with stakeholders to support timely outcomes. Your work helps protect the franchise experience, strengthen client relationships, and improve confidence in Fiserv support.

What you'll do:

• 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.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you'll need to have:

• 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 that would be great to have:

• Experience supporting franchise owners or multi-location operators in an escalation, service recovery, or relationship-based support environment.
• Experience coordinating with cross-functional teams to resolve complex customer issues and remove blockers.
• Experience identifying trends in case activity and supporting process, documentation, or knowledge improvements.
• Associate's Degree in business, communications, a related field, or equivalent combination of education, related experience and/or military experience.

How you'll work:

• This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.

Sponsorship:

You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Benefits at Fiserv:

• 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.