Customer Service Administration - Sr Associate I

Overview

Supports merchant onboarding for Fiserv's acquiring and payment processing business and manages back-office ticket resolution across operational queues.

What you'll do

• Review merchant applications, validate documents, and update internal systems to complete onboarding requests accurately and on time.
• Provide resolution to merchant requests by processing them with accuracy.
• Review, investigate, and resolve back-office tickets within defined turnaround times and service level agreements.
• Validate ticket details, supporting documents, and system information to determine the appropriate resolution path.
• Coordinate with internal teams to resolve issues and ensure accurate, timely closure of tickets.
• Identify and address merchant needs with a goal of complete satisfaction.
• Follow standard operating procedures, compliance guidelines, and data protection requirements when handling merchant information.
• Recommend process improvements to bring efficiency.
• Achieve productivity numbers, quality scores and other parameters above benchmark.

What you'll need

• Good experience in back-office operations.
• Excellent written, verbal, and interpersonal communication skills.
• Proficiency and accuracy in typing, minimum 40-50 words per minute.
• Ability to organize and follow up on multiple tasks and details with accuracy and timeliness.
• Flexibility to work in rotational shifts and week-offs as per business requirement.
• Graduate education.

Nice to have

• Preferably experience in merchant onboarding, payments, banking, fintech, or card processing.
• Back-office, card payment industry, or customer support role experience.
• Excel knowledge and computer/laptop proficiency.

Details

• Location: Thane, India.
• Rotational shifts and week-offs as per business requirement.