Customer Success Agent - Collections

Customer Success Agent - Collections at Fiserv

Fiserv is a global leader in Fintech and payments, dedicated to moving money and information securely and reliably. We connect financial institutions, corporations, merchants, and consumers millions of times daily. If you're seeking to make a global impact, join Fiserv.

Overview

As a Customer Success Agent - Collections, you will support our customers with all inquiries related to open receivables, invoices, and payment processes. This role involves handling customer requests via email, ticket system, and phone, conducting dunning runs, resolving discrepancies, and collaborating closely with internal departments to ensure quick and professional solutions.

Your Responsibilities

• Monitoring and processing of open receivables.
• Execution and documentation of dunning processes.
• Handling customer inquiries (email, ticket system, phone).
• Escalation of cases to collections agencies and follow-up.
• Resolution of disputes and processing of invoice corrections.
• Explanation of billing and payment processes.
• Close collaboration with accounting, sales, logistics, and technology departments.
• Identification of improvement potential based on customer feedback.

What You Should Bring

• Experience in customer care, receivables management, or a comparable role.
• Strong service and solution orientation, along with confident communication skills (written and verbal).
• Structured, reliable working method and high accuracy in documentation.
• Proficient use of common tools (e.g., ticket/CRM systems, Excel).
• Very good German language skills, both written and spoken; English skills are desirable.
• Advantageous: an additional foreign language (e.g., French or Italian).

Key skills/competency

• Customer Service
• Collections Management
• Accounts Receivable
• Dispute Resolution
• Invoice Processing
• Payment Processing
• CRM Systems
• Excel Proficiency
• Communication Skills
• Problem Solving