Complaint Analyst

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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

About the role:

We are seeking a highly skilled Complaint Analyst to support and improve our complaint handling operations. In this dynamic role, you will blend daily operational execution with analytical insight—ensuring complaints are resolved efficiently, accurately, and in alignment with performance targets. You will investigate issues, analyze trends, enhance processes, and work cross-functionally to elevate the experience for both consumers and merchants. Your work will directly influence service quality, operational efficiency, and client satisfaction.

What you'll do:

• Manage daily complaint workflows to ensure compliance with SLAs and performance standards.
• Audit complaint entries for accuracy, completeness, and policy alignment.
• Investigate customer issues using Client360, the Complaint Module, and other internal systems.
• Escalate and resolve complex cases promptly to minimize disruption.
• Maintain up-to-date knowledge of products, initiatives, policies, and procedures across business lines.
• Deliver onboarding and ongoing training for new hires within the complaint handling process and support the rollout of client-specific or updated procedures.
• Build and maintain internal knowledge bases, guides, and procedural documentation and serve as a trusted liaison between clients and internal departments to drive issue resolution.
• Analyze complaint data to identify root causes, trends, and opportunities for improvement, produce actionable reports to support operational insight and leadership decision-making, and recommend and help implement process enhancements to improve accuracy and efficiency.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you'll need to have:

• 2+ years of experience in complaint resolution, operations, or customer service using complaint management systems such as Client360, eMSA, or similar internal tools.
• Experience performing data analysis and producing operational reports using Microsoft Excel for filtering, formatting, and data organization.
• Experience delivering onboarding or ongoing training, documentation, or knowledge management in an operations or contact center environment.
• Experience working independently and applying policy and contractual guidelines accurately to validate and resolve client complaints.
• Proven record of strong attendance, reliability, and high performance.
• Bachelor's degree or higher in Business, Finance, Communications, or related field or equivalent combination of education, related experience and/or military experience.

Experience that would be great to have:

• 3+ years of experience in implementations, operations, or complaint resolution.
• Experience with tools such as eMSA, Client360, Outlook, Word, Excel, Business Track, FDPOS, Smart Guide, SharePoint, CMS/Sidekick.
• Understanding of both Non‑Merchant (Biller Solutions, Card Services, Digital Solutions, Issuer Solutions, Prepaid) and Merchant (Clover, GBS Acquiring) business lines.
• Exceptional written and verbal communication skills and demonstrated ability to improve client satisfaction through issue resolution.

How you'll work:

• This role requires use of a computer and audio equipment.
• You will work remotely on first shift, Monday – Friday.

Sponsorship:

You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Benefits at Fiserv:

• Fuel Your Life program to support your physical, financial, social, and emotional well-being.
• Paid holidays and generous time away policies.
• No-cost mental health support through Employee Assistance Programs.
• Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
• Eight Employee Resource Groups to foster a collaborative culture and expand your network.
• Unparalleled professional growth with training, development, and internal mobility opportunities.
• Medical, dental, vision, life, and disability insurance options available from day one.
• Retirement planning and discounted shares with the Employee Stock Purchase Plan.
• Tuition assistance and reimbursement program.
• Paid parental, caregiver, and military leave.

Salary Range

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.

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.

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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.