Account Specialist - PNC (Second Shift)

Account Specialist - PNC (Second Shift)
Calling all innovators – find your future at Fiserv.

About the role

As an Account Specialist supporting PNC Merchant Services, you provide advanced customer service to merchants, resolving complex payment processing issues and ensuring high levels of client satisfaction. You collaborate with operations, risk, and technology teams to deliver timely, effective solutions. Your work improves client outcomes and reinforces Fiserv’s commitment to excellence in commerce and payments.

What you'll do

Resolve complex merchant support cases across payment processing, settlement, and terminal issues through phone, email, and case management.

Collaborate with internal teams (operations, risk, technology) to triage, prioritize, and drive timely resolution for client-impacting issues.

Document interactions, root causes, and solutions; contribute to knowledge base and standard operating procedures for future reference.

Identify trends and recurring issues; recommend process or product improvements to enhance client support services.

Escalate critical incidents using defined severity and service-level criteria; follow through until closure.

Educate clients on tools, statements, fees, and best practices to reduce repeat contacts and improve satisfaction.

Participate in continuous learning through training programs and on-the-job experiences; maintain current knowledge of merchant services.

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 providing technical support or customer service for financial technology, merchant services and/or similar discipline

Experience in troubleshooting and problem resolution

Experience in technical documentation

Experience with Microsoft Office (Word, Excel)

An equivalent combination of education, work, and/or military experience.

Experience that would be great to have

Experience with remote desktop support tools

How you’ll work

This role is remote Monday through Friday.

You will work an assigned schedule of Monday – Friday 11:30 AM – 8:00 PM EST

There will be some in-office days at our Hagerstown, MD location for training and PNC Bank visits.

This role requires flexibility to work overtime that includes weekends and holidays, on an as needed basis.

This role requires use of a computer and audio equipment.

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
$40,000.00-$50,500.00

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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