Client Service Manager, Embedded Finance

Fiserv

. Monitor the Client360 queue across assigned clients and manage inquiries through closure .

Posted 10/1/2026full-timeUnited StatesMid-LevelSenior💰 $78,000 - $138,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client service operations, including ticket management, escalation practices, and service-level agreement monitoring. Proficient in data analysis and reporting, with strong skills in Microsoft Excel and Power BI for creating dashboards and visual reports.

Highest-signal resume keywords

Client Service ManagementTicket Triage and Severity AssessmentMicrosoft Excel ProficiencyPower BI ReportingAnalytical and Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticket ManagementService-Level Agreement MonitoringData AnalysisDashboard CreationCase ManagementIncident ManagementReportingContinuous Improvement MethodsEscalation ProceduresOperational Reviews

Soft Skills

Client OrientationWritten CommunicationVerbal CommunicationAttention to DetailAbility to Manage Competing Priorities

Tools & Technologies

Client360ServiceNowCRMMicrosoft Power BIEnterprise Reporting Tools

Industry Keywords

Financial ServicesPaymentsBankingFintechEmbedded Finance

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Monitor the Client360 queue across assigned clients and manage inquiries through closure
Assess request urgency, severity, client impact, required information, and potential SLA risk; prioritize and escalate work
Perform initial triage using platform tools, administrative interfaces, reports, logs, knowledge articles, and documented procedures
Assign or coordinate requests with Product, Operations, Client Services, Technology, or third-party teams
Coordinate client inquiries, provide timely updates, clarify next steps, and confirm final resolution
Identify aging, stalled, reopened, high-severity, or SLA-at-risk items and drive action plans and escalations
Produce recurring client and portfolio-level reporting on ticket volumes, trends, aging, severity, assignment status, response and resolution performance, and service targets
Analyze queue data to identify recurring issues, routing gaps, workload trends, and process improvement opportunities
Maintain accurate ticket documentation, including business impact, troubleshooting, decisions, dependencies, owners, dates, communications, and closure details
Partner with relationship managers and internal support leaders on operational reviews, risks, and client priorities
Develop dashboards, scorecards, and reporting views using Excel and enterprise reporting tools; support Power BI reporting
Improve intake standards, queue-management practices, escalation paths, knowledge content, and repeatable service procedures

Requirements

What you’ll need

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
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 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
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
Ability to manage competing priorities, maintain attention to detail, and follow through in a fast-paced, client-facing environment
Experience with Client360, ServiceNow, CRM, case-management, or comparable service platforms is preferred
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 ability to document repeatable workflows, controls, and escalation procedures
Experience coordinating across distributed teams, third parties, and multiple levels of technical and business support

Benefits

Comp & perks

Annual incentive opportunity for incentive-eligible associates, potentially delivered as a mix of cash bonus and equity awards
Equal Opportunity Employer
Reasonable accommodation support during the application and hiring process