Client Service Manager, Embedded Finance

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We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Client Service Manager, Embedded Finance

What does a successful Client Service Technical Lead in Embedded Finance do at Fiserv?

The Client Service Analyst is a client-focused service professional who owns the day-to-day oversight of incoming client requests, tickets, and inquiries. Using Client360 and related platform interfaces, this analyst role monitors the full request lifecycle, validates priority and business impact, performs initial analysis and remediation, and routes work to the appropriate Product, Operations, or Technology team when specialized support is required. This role maintains clear client communication, removes barriers to resolution, and uses operational data to improve responsiveness, accountability, and the overall client experience. This is a hands-on service management role that requires technical aptitude and strong analytical skills; it is not primarily a coding, engineering, or infrastructure position.

• Monitor the Client360 queue across assigned clients, ensuring new inquiries are reviewed promptly, accurately categorized, and actively managed through closure.
• Assess request urgency, severity, client impact, required information, and potential SLA risk; prioritize and escalate work based on documented support processes.
• Perform initial triage using existing platform tools, administrative interfaces, reports, logs, knowledge articles, and documented procedures to resolve issues when possible.
• Assign or coordinate requests with the appropriate Product, Operations, Client Services, Technology, or third-party team, maintaining clear ownership and follow-through.
• Serve as a central point of coordination for client inquiries, providing concise, timely updates, clarifying next steps, and confirming that the client understands the final resolution before closure.
• Proactively identify aging, stalled, reopened, high-severity, or SLA-at-risk items and drive action plans, escalations, and leadership visibility until resolved.
• Produce recurring client and portfolio-level reporting on ticket volumes, open versus closed trends, aging, severity, assignment status, response and resolution performance, and adherence to internal service targets.
• Analyze queue data to identify recurring issues, routing gaps, workload trends, and process improvement opportunities; recommend corrective actions and track outcomes.
• Maintain accurate ticket documentation, including business impact, troubleshooting completed, decisions, dependencies, owners, target dates, client communications, and closure details.
• Partner with relationship managers and internal support leaders to prepare for operational reviews, communicate risks, and ensure client priorities receive appropriate attention.
• Develop practical dashboards, scorecards, and reporting views using Excel and available enterprise reporting tools; support Power BI reporting where applicable.
• Help improve intake standards, queue-management practices, escalation paths, knowledge content, and repeatable service procedures across the team.

What would be great to have:

$78,000.00 - $138,000.00

These pay ranges apply to employees in New Jersey and New York. Pay ranges for employees in other states may differ.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

For incentive eligible associates, the successful candidate is eligible for an annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards in the Company’s sole discretion.

Thank you for considering employment with Fiserv. Please: