software engineer

customer service representative

project manager

analyst

director

Fiserv

They will tempt you with decent pay, but that is the absolute only thing acceptable about this job, and really other much less demanding jobs pay more. Please look elsewhere if possible because this job will destroy even the toughest person's mental health.

Long story if you want a better idea of how working at Fiserv is:

 So here's an example of a day in the Fiserv Orange Life:  You go into work at least 45 minutes early because you have several systems to pull up, and the systems never work. I'm not talking about an update here or there; It is a constant thing for years. So you fight to get your programs up, while the only assistance you will get is "Have you cleared your cache and cookies?". You finally get them pulled up a couple minutes after your start time to begin taking calls, and yes that time was unpaid. The two minutes late will not go unnoticed and your supervisor will probably message you while you are on the call with a cardholder cursing you for things out of control and be even more insulting because you were helping a customer and took 30 seconds to respond. You apologize for things out of your control (the system errors making your adherence fail). So, it's already been a bit stressful, but ok let's keep going. There are 50+ calls in the queue for your department, so your calls are back to back as fast as you can go, but you know those systems that don't work? Well, the CX Team got replaced by those, so if you are perfect on your call (Proper branding, including "card services", acknowledging the screenpop for the call reason, giving "AER" statements, correct authentication and resolution, file a complaint (cause practically every call is one), read of questions verbatim even though the cardholder already answered them, ask for additional assistance, recap everything like they weren't on the call with you, state that the call was for their protection with the correct branding, ask for them to complete the survey, and finally thank them and tell them to have a good day. Not so bad, right? But the automated grading system failed you on things you did perfectly (because well, it doesn't work right), and so you get fussed at, even with the call recording proving you did nothing wrong. So basically your job is in their program's hands because each of those things listed is a "commitment miss", which is a fancy way of saying reason to be written up and fired. The softphone is your phone on the screen, and you can bet it won't always have the correct bank name, so you answer with what you are told to, but yeah, you still are wrong and fail. Oh yeah, back to the 50+ queue. Yes, you are there to take calls of course and you expected to be busy, but you don't even have time to take a sip of drink. You look around and only you and one other person are actually working. Everyone else is in a different department with 15 minutes between calls goofing off or a favorite, who get paid to sit and take one call an hour. A bit disheartening, but everyone is told "they shouldn't be concerned about others". Not very fair, but you shrug it off and continue onto your 40th call. You try your best to be perfect on every call as expected, but your supervisor got bored and decided to screenshare with you, without your knowledge of course. He talks to you like a dog about how he could do the call better and basically makes you feel like garbage over insignificant things, all while you are already on your next call trying to talk to the lady screaming at you. You need to use the restroom, but your break is 3 hours from your start time, a "balanced break", so you just have to wait. The next call is 40 minutes long about a declined card. The bank is the only one who can help, but they are closed, so you get called everything you can think of. The cardholder tells you they hope you get r***d and mur**d and they may shoot up the bank (yes, that is a real example). You stay polite and apologize and endure the abuse (even though you fail for not enough empathy while being cussed and threatened), and the customer finally requests a supervisor. You try to find someone to take the escalation in chat, but you get a lot of backlash. Then you call the escaltion line and get another agent pretending to be a supervisor (because supervisors and management don't have to actually work). You finally get through after a 10 minute hold, and go to your break late, ruining your adherence even more. You grab some drink and go to the restroom, where there is a line waiting, and get back barely in time. Suddenly one of your systems crashes with a "session interrupted" error. You repeatedly try to log back in, but it does not work. You reach out to your supervisor, who advises you to ask another supervisor in chat. So you do, and they tell you to work outside of the program, so you can actually do your job. Time seems to stand still as you take your 80th call. You're exhausted, but you can't go home until you finish your mandatory overtime (which is almost always required). You finish up your last couple calls, and then see the dreaded 3 dots next to your supervisor's name. You have an internal panic attack wondering what you did wrong now. You think while they are still typing. Your aht is meeting with low acw time, you have good surveys, no commitment misses... so what could it be? You didn't reach out to him first about your system issue earlier because he is your supervisor, and you are to ask him first. ...But you did. You advise that you did reach out to another supervisor, per his previous text. He denies the fact, even when you provide chat screenshots. He states he will ask the other supervisor if they advised you to use the other program (message also in chat as proof). He claims the other supervisor denies everything, so you are wrong. By the way with this company, something could happen while you weren't even there and you would still be blamed. I had a perfect scorecard at one time, but it still wasn't good enough, and how convenient that they would do away with the "Honors" program the first time I qualified. Anyway, so him and the manager agree they are sick of someone only working part time (with fmla), and devise a plan. No one working part time gets to stay employed very long before a reason for termination will be created. You finally get to leave 15 minutes late. So the next day you go to log in and you can't. They disabled my VPN multiple times a day during my calls so that they could hear the callers on the recording, but not allow me to hear them or for them to hear me. Yes, there is proof that they had been sabotaging me for days to have a "reason" for termination (like I said before, they only care about the number of hours you work). Yes, there were always some system issues, but the VPN limited access or disabled coincidentally only occurred after my accommodation to work part time was approved. The plus is I already had applications in an and interview scheduled in hopes of escaping this miserable soul-sucking nightmare.

 So if this type of environment sounds inviting to you, then go for it.

A few other notes: All of my friends, who did not have anxiety before this job now suffer from panic attacks. One of my best friends took their own life mostly because of management there pressuring and harassing him to take advantage of the fact that he was well liked and trusted by everyone, so they could use him to get people written up or terminated.

Typical day at work consisted in visiting 2-3 bank branches were we got our leads. The main reason for visiting them was to try and convince managers and employees to talk to business owners about merchant (credit card) services offered by First Data & bank to take credit card payments from their customers.

Banks were always understaffed and almost always would give you an excuse why they could not spend time talking about new business account openings or business owners that might want to switch their merchant services over to First Data. The truth (from bank manager) was that merchant services was the bank's last priority out of all the other services and products they offered. So me going to the bank was a waste of their time and resources. Most of the time I would drive all the way to the bank location (scattered all around town from McKinney to Oak Cliff) and then have to sit in a bank desk waiting until my next appointment with the next bank.

The second part of the day consisted in having to go over potential customers current merchant statements trying to decipher their current rates and see if I could lower the rates with us. In addition I had to drive over to install the equipment and activate it for the customers, or have to play technician when the system would not work correctly.

I learned how badly SMB owners get screwed in %'s and cents for every transaction and that SMB owner have no loyalty at all to contracts, if they can get a lower % rate or decrease in cents per transaction they would bail on the contract.

My manager never was able to help me out with any of the problems I was faced with during my time there. He would always tell me to get help from another account executive that obviously knew more them he did, but was running around all over town with many problems of their own. It was a very stressful situation having to get help from them when you knew they had so many other things they needed to get done for themselves.

Only got to see co-workers 1 time per month during the team meeting at the headquarters, and the rest of the time work on your own.

The hardest part of the job was trying to keep the bank representative assigned to our group happy while trying to let him know his bank branch employees were lazy and didn't want to do their jobs. Also keeping the bank employees happy, because they were quick to complain to their representative if anything happened that they didn't like, even when it was something that was totally their customer's or their fault and trying to blame the account executive.

The only enjoyable thing I got out of this experience was spending 2 weeks in a beautiful hotel in Atlanta with everything paid for and meeting lots of fun people from all over the country that were about to be kicked into the deep end of the pool without any flotation device once the training was over.

As a manager you have no ability to make a difference in the organization and are simply carrying out orders and decisions made by the "business unit" and/or Workforce Management (WFM).  The "business unit" (whoever that is made up of) and upper management make poor knee jerk decisions without understanding the root cause or having a clear understanding of the day to day activities, process and people their decisions are impacting.  Workforce Management is given complete authority to manipulate staff and scheduling without consulting the team management.   In all my years working in contact centers, I have never seen WFM have control and discretion that super-exceeds the department management, but at Fiserv WFM says jump and you need to jump and clean up the mess their poor decisions leave behind.  

Front-line staff are required to work mandatory overtime day in and day out for weeks or months at a time.  This is partially driven by the highest monthly and annual attrition rates I have ever seen in my 20+ years in contact center management.  Upper management is in denial that their poor decision making, refusal to admit to being understaffed, poor front-line leadership, and unrealistic and every changing metrics and goals play any role in their outrageous attrition numbers.  

Favoritism runs rampant within the Phoenix office.  Individuals that are highly unqualified are placed in leadership roles simply based off of who they know and the relationship they have with site leadership.  The company also uses a "stretch" role  to get individuals to take on leadership roles without the full authority or compensation aligned with those roles.  This can also been seen in how the Phoenix site handles disciplinary actions.  They continually talk about consistency in this process, yet it remains one of the most inconsistent processes I have ever participated in.   

Don't plan a having a solid work-life balance if in leadership.  One of the first things I was told this is not a 40 hour a week job and you should plan on taking work home at night, holidays and weekends. Also your day will be filled with back to back meetings which force you to extend your day so you can stay on top of your responsibilities.  Meetings are redundant in many cases and are concluded without actually resolving any issue(s).  The number of hours a manager works seems to directly correspond to their standing in the eyes of site management.  If you have to work more than 50 hours a week to stay on top of everything, then there are serious issues with process and workflow. 

Overall, I would not suggest Fiserv for anyone looking for a solid operations manage role in which you have authority to make a difference.  Furthermore, if you demand consistency in process and policy, you probably want to keep looking.

Love my coworkers. Environment is great. Work itself is pretty easy, not physically demanding aside from standing all day - which I don’t think is necessary for machine operators especially when other positions get to sit. But it seems as though over the last few years management has been poorly handling worker shortages by giving mandatory overtime without warning and have now stated it is “until further notice” instead of seasonal. They had stated it would start In November initially and then sprung it on everyone partway through a work week in October that we needed to start coming in that weekend or we would receive marks on our attendance. You don’t get any holidays off unless you request them a month in advance, either. Basically if you are a single person looking to work all the time it’s great and you’ll earn a lot of money but if you have a family and want any semblance of a life, it isn’t a good place for you. Hiring process takes about a month and is extremely picky so they don’t even hire the few people who apply, making further shortages. And now they implemented a new system right before their rush which has caused production to slow down and cause bottlenecks, then tell the workers they need to produce more without taking into account how long it takes to change the machines over between each job. 
Appreciate how flexible they are with days off when it isn’t holiday rush, and how easy it is to leave during the day if something comes up. Appreciate their wellness programs and benefits. But poor planning has lead to everyone being behind in production, which forces more mandatory overtime, which wears workers down and drops morale. If this keeps up I think the worker shortage is just going to get worse because people will quit and no one will want to wait a month to work six hour weeks that doesn’t even pay 18/hour. 
Oh and their most recent raises were capped at 18 so bad news for people who have been working here loyally for years, they get no reward for being here during COVID and staying through all of this. I can’t imagine how frustrated the employees are who have been here for years and have slowly had more and more time taken from them with little reward. 
They say the building is climate controlled but the air conditioning isn’t enough to cool the whole warehouse on any day where it’s over 60 degrees so if you don’t have great temperature regulation you’re wearing a tank top under your smock. 
HR: make the hiring process take less time so you stop losing applicants during the screening process. Raise pay rates. Be up front and honest about how things work. Especially be clear that the hiring bonus is not paid in cash but in “points.” 

Bottom line is, I would LOVE this job if not for a few things right now, and I would especially love it if they paid a little more and were more flexible with overtime. But right now it is very frustrating. 



I spent a considerable amount of time as a production operator at Fiserv, dedicating 40 hours a week, typically working 8-10 hours each day within a 5-day schedule. My experience unfolded amidst a work environment that, despite its challenges, offered valuable insights.

A typical day involved diligently handling tasks ranging from processing and kitting to shipping orders, utilizing various computer programs and applications. I quickly learned the importance of self-sufficiency to navigate the sometimes fractured management structure. Unfortunately, concerns regarding workload, procedural gaps, and the need for additional training were not always addressed by management. There seemed to be a lack of cohesion among supervisors, often passing responsibilities back and forth without clear ownership.

One of the key takeaways from my time at Fiserv was the importance of self-reliance. In ensuring the completion of tasks by the book, I developed a keen sense of responsibility and meticulous work habits. The challenges presented by the management structure became an opportunity for personal and professional growth.

Regrettably, the workplace culture at Fiserv wasn't as cohesive as one would hope. Instances of favoritism were noticeable, contributing to a high turnover rate. Despite these challenges, the benefits, including paid time off, were commendable.

The most challenging aspect of the job was the perceived wear and tear placed on employees in the hardware services department. It's essential for the organization to address this issue to retain skilled and dedicated professionals.

To enhance the overall work experience for future employees, I suggest implementing more transparent communication channels within the management team. Encouraging supervisors to take ownership of their responsibilities and fostering a culture of teamwork can alleviate the existing challenges. Additionally, investing in ongoing training programs and clear procedural guidelines will empower employees, resulting in a more efficient and harmonious workplace.

In conclusion, my time at Fiserv provided valuable lessons in self-sufficiency and resilience. While there were challenges, addressing management dynamics and promoting a collaborative culture can undoubtedly enhance the workplace for future employees.

I feel the need to list the Cons here in the Review, because they're predominantly how I feel about the company.

- They're moving all their efforts to offshore - either through Cognizant/Accenture, or through a First Data proprietary office in Chennai.
- Absolutely no scaling on deadlines at all - Brooks' Law applies heavily here. Management seems to be under the impression that, at best 9 women can birth 1 baby in 1 month, and at worst that 1 woman can birth 1 baby in 1 month. Either way every single project IT initiates is a huge time crunch often without the resources necessary to complete it.
- My experience was also that management had an inconsistent message regarding project scope. The business would ask IT for X and Y, and IT would ask management. Management would say, "No, they can't do that without a Change Request." But as soon as the business went straight to Management to request X or Y, they would roll over immediately and demand that IT increase project scope for some whatever new functionality the business is requesting, without increasing resources or setting back the project completion date.
- Due to a series of projects that failed or made production undercooked because of the above issues, First Data has started scaling back IT. My boss, who had been with the company almost 25 years, got laid off without warning at the beginning of this year, as well as several other IT department members who had been with the company for at least a decade and had very intimate knowledge of the workings of all the FD systems. They were given no reason outside of "First Data is not meeting the expectations of our shareholders."
- Pay increase is minimal. I was lucky enough to be one of three people in our IT department of over 100 who actually got a bonus and a raise last year and I think my boss had justified it to the directs by giving me a promotion to Senior Applications Developer. I went from 48k to 51k. This past year I got a 2% raise to 52k. They continue to talk about how budget is tight, and yet at the same time, Frank Bisignano signed the deal that would purchase "First Data Stadium," (you can check wikipedia or just google search it to verify).
- Now they're talking about being "efficiency minded," and making their unofficial Work From Home policy a very definite "No work from home at all," as well as suggestions of monitoring employees' work time based on badge-in badge-out at all the building entrances.

I was previously employed by First Data and left the company on good terms. I left to start my own business and was told that if I ever wished to return to First Data, they would look forward to that day. It is now some years later, and I had always admired First Data and had decided to re-employment at their organization. I recently applied for one of the many vacant customer service positions at First Data. About three months passed during which I heard nothing in from the company. The other week I finally received an email thanking me for my application "However, the company is seeking better-qualified candidates for open customer service positions?

  My experience in customer service is significant by way of measure. I have been a successful manager, senior customer service representative, business owner and as noted prior, a First Data CSR, in good standing. Since having left First Data some years ago, I have completed one college degree in Accounting and am about to finish a second Accounting degree, 3.9611 GPA.

  The firms rejection and undervaluation of my qualifications, left me to ponder what went wrong. I performed very well for the company, in the past. I spoke highly of First Data, even used them faithfully for 20 plus years, as the credit card processor for my own business. Other processors would try and lure me away from First Data, yet I remained loyal to the firm even when their processing charges, were higher. So what went wrong, why did First Data reject what otherwise appear as an excellent, even stellar skill set?

 I received word from several anonymous sources as to where I may have erred in reapplying to First Data. I disclosed a qualification in my reapply to First Data that I did not hold when I initially worked for the company. The latter qualification is one of my being a service connected disabled U.S. Veteran, Honorably Discharged. I made sure to make First Data aware that my military service connected disabilities in no way hinder my ability to function and that I required no special workplace mods. I have since been told though, that I should not have disclosed my service connected Veteran Status because First Data and other large corporations praise disabled Veterans publicly but frown upon them in private. So, a note to all disabled Veterans, keep your service connected Veteran status under wraps when applying to companies such as First Data Merchant Services, it will get your application, rejected.

My days currently consist of counseling and providing performance feedback to level 1 agents. I'm tasked with identifying their strengths and weaknesses and coaching them accordingly. Also, responsible for payroll entry, addressing behavioral issues when they arise notifying the appropriate parties when necessary, and collaborating with other managers/departments on how to improve processes/procedures to increase business profit and lower company expenses. 

I learned many skills and have went through multiple training's on how to be more effective as a manager, how to better manage my day, how to adapt to unforeseen issues. If you're familiar with the Myers Briggs evaluation I am an ISTP according to the chart. 

I get along great with my peers and upper management. In my experience I haven't seen the best become selected for such roles but I look at that as an opportunity to help me grow since I like to find ways to improve the on-boarding process when someone gets hired. When there's downtime I like to collaborate with my colleges and teach them new things I've learned recently with applications or programs. 

My co-workers are delightful, almost all of them are in a positive mood and love coming to work. The environment at First Data has a family feel to it. I'm well aware that I play an instrumental part in that so I do my best to lead by example.

Hardest part of my job is to let somebody go. The number one reason we as a company have a high attrition rate is attendance (at least in the call center). Of course I understand that life happens sometimes and something’s are outside of our control but missed days prior to this event are typically what I question in these meetings. To be fair and consistent we review all cases with HR and we advocate on behalf of the agent if we as a business unit can support the missed time. The times in which we can’t is what makes my job hard the hardest on an emotional level, but I come prepared to these conversations and I state the facts and incidences leading up to this event. 

Most enjoyable part of my job is seeing somebody overcome their challenges, get promoted, feel comfortable enough with me to share personal life stories and ask for guidance. I feel great knowing that in my line of work I'm looked at as a mentor so I always try to build on relationships, find common ground to influence them to do more.

Mostly dealing with Banking Services, so you may be dealing with servicing debit cards, credit cards, loans pre-paid cards, etc. At any given time (for lower level employees), leadership may advise everyone in the department that they will be re-trained for an ENTIRELY new product, sometimes without the option to stay, due to decreasing service levels in that current department. If you're not working towards advancement in your department or into another role after your 6-12 months (Direct hire only, not through an agency), you're just another number. Call volumes can get really crazy at times, especially during lunch hours and after work hours, and during the Holiday season. Some days expect to be taking calls back to back from the beginning to the end of your shift. Leadership is really strict on adhering to your schedule (15min/15min/30min), because if you’re not following it, you’re not servicing the client. Keep in mind that any/all of these discrepancies may be used against you upon your interest on applying for a promotion within. 

With my transition from a lower level employee into a leadership role, I took on more stresses not realizing that I was also taking a pay cut, due to the misinformation of the "overtime incentive" opportunities that were presented to me for that role. Fiserv is good at hiring within, but It would be ideal to be well qualified for the position that you are applying for, so that transition into that role will be more seamless. Upon meeting different employees in different parts of the U.S. and even out of the country through Virtual Team meetings or trainings, I also observed that It is a LOT easier to transition into a leadership role at other locations/sites, and there is a multitude of different positions to choose from. All in all, If you are someone that likes the call center environment and love talking to customers, loves constantly learning new things and providing customer service, this would be the perfect start for you. If you are a recent graduate with a Bachelors or higher and are looking for an immediate position within your field at this location, you may be skipping over potential bigger opportunities at other companies by starting your initial employment here.

Good job to have while seeking a new job because they seem pretty desperate for employees (easy to get a job as long as you know how to interview) and pay well. They can't hire quick enough because of the old-fashioned notions and forced work in office (majority of meetings are over the internet, extreme few are in person - typically forced by desperate leaders who want to try to prove they need your physical presence so they don't catch flack from their employees). Turn-over seems high, and finding a qualified candidate to take the job is close to impossible (I can't find anyone to take the job I'm offering, even in this down economy).

Bottom line: if you are desperate for a job, this is the place. They will likely pay you well. Just remember to ensure you factor in car payment, insurance, child care costs, gas, car maintenance, tolls, etc. in your asking salary because they will not allow you to work from home. Period.

Bring your earbuds (you won't be able to concentrate otherwise - it is overcrowded and noisy - note also that leaders cannot have offices/doors unless VP or above), and try to remember that many working here are looking for their new opportunity, just like you. Don't count on being able to leave the area, they force badging in and out during breaks as well, and calculate how much time you've been outside the office doors. They also are watching everything happening on your computer and your leader gets reports of it (I believe almost realtime). Do everything personal on your cell phone, but don't use their wifi. They are watching you.



Top Job Titles	Average Salary
Software engineer 48 salaries reported	$129,035 per year
Customer service representative 2 salaries reported	$16.00 per hour
Project manager 17 salaries reported	$99,307 per year
Analyst 11 salaries reported	$75,917 per year
Director 1 salary reported	$180,800 per year

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