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Client Support Rep

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About the position

The Client Support Representative plays a key role in delivering exceptional service to merchants throughout the lifecycle of onboarding, account maintenance, and post‑acquisition support. This role works closely with internal operations, onboarding, and service teams to ensure merchants experience a smooth transition and ongoing support following the TSYS acquisition. This position is critical to supporting Propelr’s TSYS merchant portfolio acquisition. The Client Support Representative will serve as a dedicated point of contact to ensure operational continuity, merchant satisfaction, and adherence to service levels during and after the transition of merchant accounts. This role enables scalable, high‑quality support without additional cost to Fiserv, while protecting the merchant experience and strengthening the partner relationship.

Responsibilities

  • Serve as a primary point of contact for merchants within the TSYS‑acquired portfolio supported by Propelr
  • Support merchant onboarding, account maintenance, and service inquiries via phone, email, and internal systems
  • Troubleshoot and resolve merchant issues related to processing, funding, account updates, and operational inquiries
  • Coordinate with internal teams (Operations, Risk, Onboarding, Technical Support) to resolve complex issues
  • Track and document all merchant interactions accurately within internal systems
  • Ensure service level agreements (SLAs) are met or exceeded
  • Identify trends, recurring issues, and opportunities for process improvement
  • Provide a seamless, professional customer experience during periods of change and growth

Requirements

  • 1–3+ years of experience in client support, customer service, a call center environment, or merchant services
  • Strong verbal and written communication skills
  • Experience supporting customers via phone and email in a fast‑paced environment
  • High attention to detail with strong documentation skills
  • Ability to manage multiple priorities while meeting SLAs
  • Comfort working with CRM, ticketing, or case management systems
  • Strong problem‑solving skills and a customer‑first mindset

Nice-to-haves

  • Experience in merchant services, payments, fintech, or financial services
  • Familiarity with TSYS, payment processing platforms, or acquiring systems
  • Experience supporting merchants during onboarding, migrations, or portfolio transitions
  • Exposure to partner‑funded or client‑dedicated support models
  • Understanding of compliance, risk, or operational controls within financial services
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