Client Experience Specialist

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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

Direct Express Operations - Client Experience Specialist

What does a successful Direct Express Operations - Client Experience Specialist do at Fiserv?

As a Direct Express Operations - Client Experience Specialist supporting the Direct Express program, you will own key operational workflows and lead cross-functional execution to deliver measurable improvements in cardholder servicing and client outcomes. You will manage vendor performance, drive incident/problem management through root-cause analysis, and lead operating rhythms such as service reviews and performance reporting. You will help set standards for knowledge management, ensure operational readiness for changes impacting cardholders, and oversee critical servicing functions tied to SLAs, settlement processes, and file management.

What you will do:

• Own operational performance management for Direct Express cardholder servicing, including trend analysis, action planning, and follow-through to improve service levels and client outcomes.
• Lead vendor management activities (performance reviews, issue resolution, corrective actions) in partnership with internal stakeholders.
• Drive incident and problem management for operational events, including coordination of response, communication updates, post-incident reviews, and remediation tracking.
• Lead development and maintenance of operational documentation (runbooks, procedures, knowledge base) and ensure servicing teams are trained and prepared for changes.
• Build and deliver client-ready reporting and insights; support business reviews and governance routines with clear narratives and recommendations.
• Partner with product, technology, and risk/compliance stakeholders to evaluate operational impacts, escalate risks, and implement mitigations.
• Manage and track internal SLAs, ensuring adherence to service commitments, identification of performance gaps, and execution of corrective actions.
• Oversee settlement-related operational processes, ensuring accuracy, timeliness, reconciliation, and alignment with financial and regulatory controls.
• Monitor and manage operational file processes, including file intake, processing, validation, and issue resolution across systems and partners.

What you will need to have:

• Bachelor’s degree or equivalent experience.
• 4–7 years of experience in operations leadership, client experience, contact center operations, or vendor management in a financial services or regulated environment.
• Demonstrated ability to lead cross-functional execution, manage vendors, and drive issue resolution under time constraints.
• Strong analytical skills with experience translating data into operational actions and client-ready insights.
• Strong communication and stakeholder management skills, including experience supporting client governance cadences.

What would be great to have:

• Operational consulting experience
• Solid ability to understand complex business and technical concepts and make balanced judgments when faced with trade-offs
• Strong problem-solving skills and ability to build consensus
• Strong communication and presentation abilities to interact at all levels of clients including technical and operational levels
• Strong thought leadership and the ability to influence others through collaborative efforts
• Ability to quickly establish credibility and rapport with a broad set of constituencies

#LI-PN1

Due to the nature of work performed in this position, candidates must provide documentation verifying U.S. citizenship or lawful permanent resident status and successfully complete an FBI fingerprint-based background investigation.

Salary Range

$59,000.00 - $102,000.00

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.

This position is not eligible for an annual incentive opportunity and is also not eligible to earn commissions.

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.

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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.

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