About this role
At Fiserv, we help clients move money and information with speed, security, and scale across payments and financial services. In this role, you will lead a contact center team that supports client account inquiries, merchant processing questions, and solution-related service needs. You will help drive consistent service delivery, timely issue resolution, and a positive client experience while supporting operational performance and continuous improvement.
What you'll do
•Supervise day-to-day activities of a team of Client Service Specialists supporting client inquiries, merchant processing questions, and solution-related requests.
•Coordinate daily workloads, queue coverage, and team priorities to support service levels and response time expectations.
•Provide guidance on service procedures, client requests, and complex issues, and serve as a first point of escalation when appropriate.
•Monitor team performance metrics, reporting, and service trends to identify gaps and reinforce operational expectations.
•Deliver coaching, quality feedback, and regular check-ins to support performance, training, and adherence to established procedures.
•Partner with Client Services, Operations, and cross-functional teams to resolve client concerns and improve service consistency.
•Support onboarding, training, and knowledge sharing across products, processes, and standard operating procedures.
•Identify recurring service issues, recommend process improvements, and support implementation of approved updates.
•Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you'll need to have
•7+ years of experience in contact centre operations, client support, or customer service environments.
•7+ years of experience in supervising teams, assigning work, and managing daily service delivery in a fast-paced environment.
•5+ years of experience in payment processing, merchant services, or account support operations.
•5+ years of experience in workflow management, queue management, and performance reporting systems.
•4+ years of experience in KPI tracking, service-level monitoring, and quality assurance processes.
•4+ years of experience in escalated issue resolution, documentation controls, and adherence to standard operating procedures.
•4+ years of experience in training support, onboarding coordination, and process improvement initiatives.
•4+ years of equivalent combination of educational background, related experience, and/or military experience.
Experience that would be great to have
•Postsecondary diploma or degree in business, operations, or a related field.
•Experience supporting SMB onboarding, merchant activation, or client implementation activities.
•Familiarity with workforce management practices, client satisfaction measures, and audit-related controls.
•Knowledge of Fiserv products, services, and internal operational processes.
•Bilingual proficiency in English and French preferred.
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.
•This role requires the use of a computer and audio equipment.
Sponsorship
Applicants must be legally authorized to work in Canada to be considered for this position. The company is not offering visa or work permit support. Only candidates who are Canadian citizens, permanent residents or who hold a valid open work permit will be considered for this role.
Benefits at Fiserv
•Fuel Your Life wellness program with activities and rewards to support total well-being
•Paid statutory holidays, Recharge & Refuel vacation (years-of-service tiers), and a Paid Sick Time program
•No-cost, confidential support through the Employee Assistance Program (EAP) for you and household members
•Recognition through Living Proof, with points redeemable for merchandise and gift cards
•Eight Employee Resource Groups to build connection and inclusion
•RRSP with 100% company match up to 5%, a Non-Registered Savings Plan (NREG), and an Employee Stock Purchase Plan (ESPP)
•Comprehensive extended health care and vision benefits, plus dental coverage
•Company-paid Basic Life and AD&D, with optional life and AD&D coverage available
•Company-paid Short-Term Disability and Long-Term Disability income protection
•Emergency medical coverage for out-of-province/out-of-country travel via extended health benefits
Note: Benefits may vary based on province, role, and eligibility, and are governed by the applicable plan documents.
Salary Range
$62,400.00-$78,000.00
