Merchant Collections Representative

A successful Merchant Collections Representative at Fiserv serves as a trusted partner to our merchant clients, helping them resolve overdue balances while protecting long-term relationships. You navigate sensitive financial conversations with empathy, clarity, and professionalism, ensuring merchants understand their options and obligations. You act as a specialist in merchant collections, balancing regulatory compliance with practical solutions that support business continuity. By driving timely recovery of outstanding amounts, you help our clients manage risk and cash flow while upholding Fiserv's standards of excellence and integrity. What you will do:

• Handle inbound and outbound calls to merchants, delivering outstanding customer service while discussing overdue or at-risk accounts
• Assess merchant circumstances, explain account status, and provide clear options for repayment, settlements, or payment plans
• Process changes to merchant contact and payment details, ensuring accurate system updates across multiple platforms
• Complete secure payment transactions, including debit card handling and other approved payment methods
• Investigate and resolve merchant queries related to balances, fees, chargebacks, and account adjustments
• Operate within an FCA-regulated and compliance-focused environment, following Fiserv policies and client-specific requirements
• Document call outcomes, commitments, and arrangements in line with internal quality and audit standards
• Escalate complex, high-risk, or sensitive cases to the appropriate internal teams when needed
  
  Strong computer literacy to work confidently across multiple collections and CRM systems while on calls
• Proven experience handling complex customer or merchant queries in a contact center or financial services environment
• Confident, empathetic telephone manner capable of de-escalating difficult conversations and maintaining professionalism
• Strong organizational skills to manage queues, prioritize cases, and accurately capture information in real time
• Demonstrated focus on meeting and exceeding key performance indicators such as quality, call handling metrics, promise kept rates, and customer satisfaction measures
What would be great to have:
• Background in collections, merchant acquiring, or financial services customer support
• Familiarity with FCA regulations, collections best practices, and fair treatment of customers
• Experience conducting payment negotiations, setting up repayment plans, or managing delinquent merchant accounts
• Proficiency handling financial transactions and adhering to security and data protection requirements
• Ability to thrive in a fast-paced, target-driven environment while adapting to changing processes and priorities
  
  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.