Client Services Level 1 Support (Fintech)

About the role

Join Fiserv as a Client Services Level 1 Support professional, providing frontline assistance to fintech and payments clients. You will help resolve inquiries quickly, ensuring clients can continue using financial services without interruption.

Key responsibilities

• Own client inquiries by analysing, investigating, and resolving issues via phone, email, and internal systems.
• Manage a high‑volume inquiry queue (20–50 interactions per day) while meeting SLA targets.
• Analyse production and statistical data to identify root causes and recommend solutions for recurring issues.
• Escalate critical incidents to management and coordinate with Level 2 and Level 3 teams.
• Coach and upskill peers by sharing knowledge and documenting best practices.
• Educate and onboard new and existing clients on platform use and processes.
• Support back‑end administration tasks and prepare data for audits.
• Use SQL to perform data analysis and database maintenance tasks.

Required profile

• Exceptional written and verbal communication skills in English with strong telephone etiquette.
• Client‑focused approach demonstrating empathy and service orientation.
• Advanced analytical and logical problem‑solving ability with attention to detail.
• Proficiency with Microsoft Office and working knowledge of SQL for querying and analysis.
• Flexibility to work alternate shifts, provide holiday and weekend coverage, and occasional travel.

Required skills

• SQL
• Microsoft Office (Excel, Word, PowerPoint)