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Job Title

About your role:

The Merchant Operation Specialist helps ensure accurate, timely support for PNC merchant acquiring operations. You will research merchant and transaction issues, coordinate chargeback and retrieval inquiries, manage account maintenance and fee-table requests, and keep partners informed as issues move through resolution. This role is best suited for someone who knows merchant payments operations and can independently organize requests, investigate exceptions, and work across support and operational teams.

What you’ll do:

• Coordinate chargeback and retrieval inquiries, research, reporting, updates, and education for PNC merchant support requests.

• Coordinate additions or removals of merchant entitlements, including escalations for higher-profile merchant accounts.

• Prepare and quality-check Global Fee Table submissions and route fee-table or linkback changes through the required approval process.

• Handle merchant account maintenance requests, including relationship display information, agent or corporate non-processing requests, linkback numbers, and account hierarchy support.

• Open, document, research, track, and escalate investigations involving transaction history, debit reversals, and payment processing issues.

• Coordinate research tickets, archived transaction investigations, and transaction-related follow-up with the appropriate Fiserv support teams.

• Assist with scheduled and ad hoc operational reporting, request tracking, and follow-through on missing or exception items.

• Support EDI/confirmation-file cross-reference requests and coordinate accurate updates through designated support contacts.

• Provide clear status updates, keep records accurate, follow established approvals, and identify opportunities to improve operational processes.

Experience you’ll need to have:

• Hands-on experience in merchant support, payment operations, product support, or a closely related financial services support function.

• Ability to research merchant and transaction issues, coordinate investigations, and manage multiple operational requests at once.

• Strong attention to detail, analytical judgment, organizational discipline, and problem-solving ability.

• Experience documenting support requests, coordinating escalations, and following issues through resolution across operational teams.

• Excellent written and verbal communication skills and the ability to keep stakeholders informed.

• Bachelor’s degree in Business, Finance, Technology, or a related field, or equivalent work experience.

Experience that would be great to have:

• Experience in merchant acquiring, payment processing, banking, fintech, or related operations.

• Knowledge of chargebacks, retrievals, merchant entitlements, fee tables, account hierarchies, debit reversals, and transaction research.

• Experience with BOS submissions, DSS agent chaining, EDI/confirmation files, research investigation tickets, or recurring merchant operations reports.

• Familiarity with PNC merchant services workflows or a comparable bank/processor relationship.

• Experience improving or documenting operational workflows rather than only processing requests.

How you'll work:
• 5 days / week onsite in our Hagerstown, MD office.

Salary Range:

These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.

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.

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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.

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