About this role.
Fiserv is seeking a bilingual (Spanish/English) Customer Service Associate to handle inbound calls from bank partners, merchants, and cardholders about electronic payments and account inquiries. The role involves troubleshooting basic technical issues, documenting interactions, and resolving customer concerns while meeting high-volume call center metrics. Prior experience in customer service, financial services, or a call center is required. The position is remote, Monday-Friday with 1st and 2nd shifts, and requires valid U.S. work authorization without sponsorship. Fiserv offers a comprehensive benefits package including paid holidays, time away, and mental health support.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
2/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
3/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager, I am excited to apply for the Remote Customer Service Associate position at Fiserv.
With over two years of experience in bilingual call center support, I have developed strong skills in resolving customer issues efficiently while maintaining a high level of accuracy.
My ability to navigate multiple systems and my commitment to delivering excellent service make me a great fit for this role.
I look forward to contributing to Fiserv's mission of moving money and information securely.
Thank you for your consideration.
Sample interview questions
I prioritize by staying organized and following a consistent call flow. I actively listen to understand the customer's issue, provide accurate solutions, and document key details efficiently without rushing. I also take brief mental breaks between calls to reset and stay focused.
In a previous role, a customer was frustrated about a billing discrepancy. I remained calm, acknowledged their frustration, and listened without interrupting. I then reviewed their account, explained the error, and applied a credit within policy. The customer thanked me and the issue was resolved.
I use clear and concise notes, capturing key details like the issue, actions taken, and customer account information. I double-check that all required fields are completed before ending the call. I also use templates and shortcuts to speed up documentation without sacrificing accuracy.
Troubleshooting in this context means identifying why a payment failed or was delayed by asking the customer targeted questions, checking system logs or transaction history, and testing possible causes. I follow documented procedures to resolve common issues and escalate if the problem is more complex.
I maintain a dedicated quiet workspace with reliable equipment to avoid disruptions. I follow my schedule strictly, use my breaks wisely, and keep a task list for follow-up items. I also communicate proactively with my supervisor if I anticipate any obstacles to meeting my targets.
Calling all innovators – find your future at Fiserv.
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
Remote Customer Service Associate (Bilingual-Spanish)
About your role:
As a Remote Customer Service Associate, you will support bank partners, merchants, and cardholders by answering questions and resolving issues related to electronic payments and financial services. You will handle a high volume of inbound calls, document interactions accurately, and work across support tools and internal teams to drive timely resolution. Your work helps deliver a consistent service experience and supports reliable transaction processing.
What you’ll do:
- Answer inbound calls from bank partners, merchants, and cardholders regarding electronic payments, account activity, and service-related questions
- Resolve routine and moderately complex customer issues by researching account details, following documented procedures, and completing next steps accurately
- Troubleshoot basic technical and service issues related to payment processing and associated support inquiries
- Document customer interactions, actions taken, and resolution outcomes in designated systems with a high level of accuracy
- Escalate unresolved or higher-risk issues to the appropriate team based on established service and compliance guidelines
- Meet defined productivity, quality, attendance, and call handling expectations in a high-volume call center environment
- Deliver clear, professional communication that confirms customer needs, explains resolution steps, and sets appropriate expectations
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you’ll need to have:
Bilingual communication skills in Spanish and English
- 1+ years of experience in a customer-facing role supporting customers by phone, in person, or through a service desk environment
- 1+ years of experience using a computer to navigate multiple applications, enter accurate information, and document customer interactions during active calls
- 1+ years of experience in a call center, financial services support, technology support, or remote customer service environment
- Ability to troubleshoot basic service and technical issues related to electronic payments, transaction support, or similar customer inquiries
- Ability to maintain a quiet and secure work environment that supports uninterrupted customer conversations and consistent call handling
- High school diploma, General Educational Development credential, or higher or equivalent combination of education, related experience and/or military experience
Experience that would be great to have:
- Experience supporting customers in financial services, payments, banking, or a regulated environment
- Experience working in a remote work-from-home service environment
- Experience supporting merchants, cardholders, or financial institution clients
How you’ll work:
- This role requires use of a computer and audio equipment.
Schedule:
This is a Monday-Friday position with 1st and 2nd shifts available.
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
This is a remote role and you must reside in one of the following states; Florida, Wisconsin, Idaho, Georgia, Mississippi, Hawaii, Indiana, Iowa, Kansas, South Carolina, Louisiana, West Virginia, Michigan, Wyoming, Nebraska, North Carolina, Oklahoma, Texas, Utah, Virginia and Arizona
Salary Range
$31,200.00 – $46,800.00
These pay ranges apply to employees in Colorado, Hawaii, Illinois, Nevada, Rhode Island, Vermont and Washington. Pay ranges for employees in other states may differ.
This position is not eligible for an annual incentive opportunity and is also not eligible to earn commissions.
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.
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.
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