Account Specialist - PNC (Second Shift)

Fiserv • Hagerstown, MD • 4h ago

Calling all innovators - find your future at Fiserv.

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

About the role:

As an Account Specialist supporting PNC Merchant Services, you provide advanced customer service to merchants, resolving complex payment processing issues and ensuring high levels of client satisfaction. You collaborate with operations, risk, and technology teams to deliver timely, effective solutions. Your work improves client outcomes and reinforces Fiserv's commitment to excellence in commerce and payments.

What you'll do:

Resolve complex merchant support cases across payment processing, settlement, and terminal issues through phone, email, and case management.

Collaborate with internal teams (operations, risk, technology) to triage, prioritize, and drive timely resolution for client-impacting issues.

Document interactions, root causes, and solutions; contribute to knowledge base and standard operating procedures for future reference.

Identify trends and recurring issues; recommend process or product improvements to enhance client support services.

Escalate critical incidents using defined severity and service-level criteria; follow through until closure.

Educate clients on tools, statements, fees, and best practices to reduce repeat contacts and improve satisfaction.

Participate in continuous learning through training programs and on-the-job experiences; maintain current knowledge of merchant services.

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 providing technical support or customer service for financial technology, merchant services and/or similar discipline

Experience in troubleshooting and problem resolution

Experience in technical documentation

Experience with Microsoft Office (Word, Excel)

An equivalent combination of education, work, and/or military experience.

Experience that would be great to have:

Experience with remote desktop support tools

How you'll work:

This role is remote Monday through Friday.

You will work an assigned schedule of Monday - Friday 11:30 AM - 8:00 PM EST

There will be some in-office days at our Hagerstown, MD location for training and PNC Bank visits.

This role requires flexibility to work overtime that includes weekends and holidays, on an as needed basis.

This role requires use of a computer and audio equipment.

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

Salary Range:

$40,000.00-$50,500.00

These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.

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

Thank you for considering employment with Fiserv. Please:

Apply using your legal name

Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com . Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv's Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.

Fiserv

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