Complaints Management - Presidential Liaison

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Job Title

Complaints Management - Presidential Liaison

What does a successful Presidential Liaison do?

As a Presidential Liaison at Fiserv, you represent the most sensitive and high-profile client concerns that are directed to our CEO, Management Committee, Board of Directors, or referred by regulatory bodies. This role demands a white glove, high-touch approach to complaint resolution, emphasizing urgency, relentless follow-through, and exceptional communication skills. You act as the Fiserv advocate for the client, serving as the central coordinator across internal teams, ensuring swift, collaborative, and effective resolutions. Join us and be part of a team dedicated to delivering executive-level service.

What you will do:

• Serve as the voice of the client, managing escalated complaints with urgency, professionalism, and discretion.
• Manage all incoming complaints and disputes from clients, internal leadership, and colleagues.
• Conduct significant research to identify root causes, sequence of events, and areas involved, making recommendations for preventative actions.
• Provide executive updates on escalated complaints.
• Lead cross-functional collaboration, bringing together internal stakeholders across departments to resolve complex complaints efficiently.
• Ensure all Service Level Agreements (SLAs) are met and escalate internally when necessary to drive resolution.
• Translate complex internal processes into clear, client-friendly language to ensure transparency and understanding.
• Support client segments across Merchant, Issuer, and Financial Institutions.

What you will need to have:

• 4+ years of experience with Fiserv products and services and/or equivalent military experience.
• Proven ability to manage time-sensitive issues with urgency and precision.
• Proven deductive reasoning and analytical skills.
• Proven ability to resolve complex issues and coordinate across internal teams to drive resolution.
• Bachelor's degree in business administration, or a relevant field.

What would be great to have:

• 8+ years of experience in handling escalated client complaints across multiple domains (e.g., Leasing, Security, Collections, Sales, Account Cancellation, Funding, Product).
• Experience in executive-level complaint resolution.
• Proven track record in delivering high-touch service to clients.
• Familiarity with regulatory bodies and their procedures in the fintech industry.

Perks at Work: 

• We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
• Maintain a healthy work-life balance with paid holidays, generous time off policies, including Unlimited Recharge & Refuel for qualifying associates, and free counseling through our EAP.
• Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
• Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
• Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
• Advance your career with training, development, certification, and internal mobility opportunities.
• Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.

#LI-DI, #LI-Onsite

Salary Range

$65,600.00 - $110,200.00

These pay ranges apply to employees in New Jersey, New York and California. 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.

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.