Fiserv

Client Service Manager, Embedded Finance

Fiserv • $78K — $138K *
Jacksonville, FL 32210In-Person
Finance & Insurance
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Information Systems, Technology, Operations, or related field, or equivalent experience.
  • 3+ years in client service, technical support, or service operations.
  • Experience managing a case-management or ticket queue across teams.
  • Strong communication skills to translate technical details into business updates.
  • Knowledge of ticket triage, severity assessment, and SLA monitoring.
  • Strong analytical skills to identify trends and bottlenecks in operational data.
  • Intermediate to advanced Microsoft Excel skills, including pivot tables and data validation.

Responsibilities

  • Monitor the Client360 queue, ensuring inquiries are promptly reviewed and managed.
  • Assess request urgency and escalate based on documented support processes.
  • Perform initial triage using platform tools and documented procedures.
  • Coordinate requests with appropriate teams, maintaining ownership and follow-through.
  • Provide timely updates to clients, clarifying next steps and resolutions.
  • Identify and drive action plans for aging or high-severity items.
  • Produce client reporting on ticket volumes and performance metrics.

Benefits

  • Opportunity for annual incentive bonuses and equity awards.
  • Access to professional development and training resources.
  • Collaborative work environment with cross-functional teams.
  • Potential for career advancement within a leading financial services company.
Full Job Description
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.

What you will do:
  • 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 you will need to have:
  • Bachelor's degree in Business, Information Systems, Technology, Operations, or a related field, or an equivalent combination of education and relevant experience.
  • 3+ years of experience in client service, technical support, service operations, incident or request management, production support, or a related environment.
  • Demonstrated experience owning or coordinating a case-management or ticket queue and working across teams to drive issues to resolution.
  • Strong client orientation, written and verbal communication skills, and the ability to translate technical or operational details into clear business updates.
  • Working knowledge of ticket triage, severity assessment, escalation practices, service metrics, and SLA or service-target monitoring.
  • Strong analytical and problem-solving skills, with the ability to identify trends, exceptions, bottlenecks, and actions from operational data.
  • Intermediate to advanced Microsoft Excel skills, including pivot tables, lookups, formulas, charts, data validation, and repeatable reporting.
  • Comfort learning and navigating multiple enterprise tools and platform interfaces; direct Client360 experience is preferred but not required.
  • Ability to manage competing priorities, maintain attention to detail, and follow through in a fast-paced, client-facing environment.


What would be great to have:
  • Experience with Client360, ServiceNow, CRM, case-management, or comparable service platforms.
  • Experience creating dashboards or visual reports in Microsoft Power BI.
  • Background in financial services, payments, banking, fintech, or embedded finance.
  • Experience supporting client operational reviews, service scorecards, or executive-level reporting.
  • Knowledge of continuous-improvement methods and the ability to document repeatable workflows, controls, and escalation procedures.
  • Experience coordinating across distributed teams, third parties, and multiple levels of technical and business support.


Salary Range
$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:

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

About Fiserv

CashEdge(R) provides infrastructure that global financial institutions rely on to extend their online channels and enhance customer profitability. CashEdge delivers secure Online Money Movement and Advanced Account Aggregation platforms that power specialized retail banking and advisor applications. These proven solutions enable CashEdge's clients to create compelling online offerings that attract customers, generate revenues, and reduce costs. CashEdge serves top-tier financial institutions around the world. Clients and partners include Vanguard, RBC Financial Group, CIBC, Yahoo! Finance, Digital Insight, First Data, TD Canada Trust, NYCE, Laurentian Bank, Financial Fusion and Corillian. CashEdge has offices in New York and Silicon Valley.

Fiserv Careers

Join the Fiserv team today and be part of a dynamic company known for innovation, leadership, and a commitment to the professional growth of its employees. At Fiserv, we offer more than just job opportunities; we provide a platform where skills are honed, leadership is cultivated, and career aspirations are achieved. Work You’ll Do At Fiserv, we are constantly on the lookout for talented individuals eager to thrive in a culture that fosters growth and diversity. Our team is composed of professionals who lead the way in financial services technology. By joining us, you will collaborate with some of the brightest minds in the industry, working together to solve complex challenges and deliver innovative solutions that impact millions of people every day. Explore Our Job Opportunities Whether you're seeking an entry-level position or a more senior role, Fiserv offers a range of career paths in areas such as software development, project management, financial analysis, and client services. Our hiring process is designed to identify and attract individuals who are not only technically proficient but who also embody our values of integrity and responsibility. Internship Programs Kickstart your career with a Fiserv internship. Our internships provide invaluable workplace experience and networking opportunities that often lead to full-time employment. As an intern, you’ll gain hands-on experience while working on meaningful projects that directly contribute to the company’s goals. Benefits and Culture Fiserv is committed to the well-being and continuous development of our employees. We offer competitive benefits including health, dental, and vision insurance, as well as opportunities for professional development through leadership training and diversity programs. Our culture is one of inclusion, where every team member is valued and has the opportunity to contribute to our success. Career Growth and Development We believe in nurturing the potential of our employees through career development initiatives and continuous learning opportunities. At Fiserv, you will find a supportive environment where you can grow your career through on-the-job experiences, mentoring, and formal training. Stay Connected Join Our Team Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Start your journey with Fiserv today and help shape the future of financial services. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Fiserv. Explore, innovate, and grow with Fiserv. Let your career journey begin here, where you can make a real difference in the world of finance.
Learn more about Fiserv
Size
44,000 employees
Market Cap
$63.4 billion
Industry
Information Technology
Net Income
$958 million
Founded
1984
5 Year Trend
+24.1%
Revenue
$14.8 billion
NASDAQ
FISV
* Ladders Estimates

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