Fiserv Retention Specialist Team Lead

Fiserv Retention Specialist Team Lead

Location: Jasper, TX

Position Overview:

The Retention Specialist Team Lead is responsible for leading a team of Retention Specialists while serving as a senior escalation point for client retention and customer experience matters. This role combines people leadership, performance management, and client relationship expertise to reduce churn, improve customer satisfaction, and drive long-term client success. The Team Lead partners with internal departments and client stakeholders to ensure retention goals, service levels, and operational objectives are achieved.

Key Responsibilities:

Team Leadership & Development

• Lead, coach, motivate, and develop a team of Retention Specialists.
• Monitor and distribute workloads to ensure timely and effective customer support.
• Create and manage team schedules to maintain adequate coverage and service levels.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews.
• Provide ongoing training and mentorship on retention strategies, customer engagement, systems, and best practices.
• Foster a culture of accountability, teamwork, professionalism, and continuous improvement.

Client Retention & Customer Success

• Serve as the primary escalation point for complex merchant and client retention issues.
• Build and maintain strong client relationships to improve satisfaction and loyalty.
• Analyze customer account activity, payment processing trends, and product usage to identify retention risks and opportunities.
• Develop and implement retention strategies to reduce churn and improve customer outcomes.
• Partner with clients to resolve technical, billing, service, and product-related concerns.
• Deliver tailored solutions and product education that maximize customer value and engagement.
• Identify opportunities for upselling and cross-selling additional products and services where appropriate.
  

Qualifications:

You MUST already work on Fiserv Client

You MUST receive approval from your Delivery Leader to apply

Applications will be accepted through August 13th