Senior Business Analyst

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 Senior Business Analyst About this role: As a Senior Business Analyst, you will support the Process Management and Efficiency team dedicated to Bank of America by researching issues, documenting complaint resolution activity, and identifying opportunities to improve processes across teams. You will work across multiple systems and partner with internal stakeholders and bank teams to strengthen client satisfaction, improve reporting, and support operational efficiency.

Review, analyze, and document complaint data to support reporting, root cause analysis, and resolution tracking Research issues across multiple merchant processing systems to identify trends, validate findings, and support timely complaint resolution Support call center teams by providing guidance on complaint handling, process improvement opportunities, and operational coaching Complete root cause analysis for assigned cases and document findings with a high level of accuracy and attention to detail Partner with Bank of America teams and internal stakeholders to improve the complaint management program and strengthen cross-functional collaboration Contribute to initiatives that improve workflows, team efficiency, reporting quality, and service outcomes across dedicated teams and related business areas Responsibilities listed are not intended to be all-inclusive and may be modified as necessary. Experience you will need to have: 3+ years of experience in merchant processing, complaint management, operations support, or a related payments environment 3+ years of experience using merchant servicing or operational systems such as Client360, FDPOS, eMSA, or similar platforms 3+ years of experience analyzing data, researching issues, and documenting findings in a regulated or client-facing business environment Experience communicating clearly in verbal and written formats with internal teams, external partners, and cross-functional stakeholders Experience managing multiple tasks under stringent deadlines while maintaining accuracy, professionalism, and consistent follow-through Ability to apply critical thinking, sound judgment, and structured problem-solving to support complaint resolution and process improvement Bachelor's degree in business, finance, operations, or a related field, or equivalent combination of education, related experience and/or military experience Experience that would be great to have: Experience supporting bank partner reporting or complaint resolution programs for a large financial institution Experience identifying process improvement opportunities and helping implement operational changes across teams Experience working with call center operations, service teams, or customer complaint workflows Experience with trend analysis, reporting, or root cause documentation related to merchant or payments operations How you will work: This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity. This role requires use of a computer and audio equipment. 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