Fiserv

Program: Money Network / Direct Express

Industry: Financial Technology (FinTech) | Government & Prepaid Card Services

Company Overview

Fiserv is a global leader in financial technology and payment processing. The company powers the systems behind everyday financial transactions, including:

• Debit and credit card processing
• Mobile payments and transfers
• Banking infrastructure
• ATM and transaction networks

Anytime a customer swipes a card, checks a balance, or transfers funds, there is a strong possibility Fiserv technology is involved.

This program specifically supports Money Network / Direct Express, which focuses on prepaid debit card services—often tied to government benefit programs and payroll solutions.

Understanding the Program

This is a high-compliance inbound customer service program focused on financial support and account management, not sales.

Agents will assist customers with sensitive financial matters, including:

• Prepaid debit card accounts
• Government-issued benefit cards
• Payroll card services
• Transaction disputes and fraud concerns

This is a mission-critical support role, often serving vulnerable populations.

The Type of Customers You Will Support

Customers may include:

• Federal benefit recipients (e.g., Social Security, disability)
• Individuals using prepaid debit cards instead of traditional banking
• Customers experiencing financial hardship
• Callers with low digital or financial literacy

This means agents must be:

• Patient
• Empathetic
• Clear in communication
• Comfortable explaining processes step-by-step

Day-to-Day Responsibilities

Agents can expect to:

Handle Inbound Customer Support Calls

• Card activation and account setup
• Balance inquiries and transaction history
• Lost or stolen card reporting
• Account access issues

Resolve Financial Issues

• Dispute transactions
• Investigate unauthorized charges
• Assist with fund transfers

Support Payment & Benefit Services

• Help customers access government funds
• Troubleshoot deposit or payment issues
• Provide guidance on account usage

Maintain Compliance

• Follow strict data security protocols
• Verify customer identity
• Protect sensitive financial information

Revenue Overview

Certification Earnings

• $7.64/hour ($3.82 per interval)

Production Earnings

• $14.50/hour ($7.25 per interval)

Incentives

• +$1.81/hour during certification (after Phase II with 12+ hours/week)
• $100 bonus when meeting servicing requirements and transitioning to Production

Certification Timeline

Phase 1 (Training)

June 8, 2026 – July 23, 2026

• 6 hours/day (multiple class time options)
• Instructor-led + self-study

Phase 2 (Live Call Taking)

July 24, 2026 – August 27, 2026

• Agents self-select intervals
• Must service 4 hours daily minimum

Certification Expectations

Agents must:

• Score 90%+ on final assessments
• Maintain 90%+ QA on evaluated calls
• Complete 100% of training modules
• Successfully handle live calls independently
• Maintain daily servicing requirements in Phase 2

This is a longer and more intensive certification compared to most programs.

Performance Metrics

Agents will be evaluated on:

• Commitment Adherence: ≥ 90%
• Quality Score: > 90%
• First Call Resolution: > 70%
• Customer Satisfaction (CSAT): > 85%

Failure to meet these metrics can result in removal from the program.

Unique Program Requirements

Fingerprinting (Pending)

• Will be required
• Timing still being finalized by client

YubiKey Security Device

• Provided by the client
• Required for secure system access
• Must be returned upon exit

Equipment Requirements

• Dual monitors (required)
• 8GB RAM minimum
• Intel i5 (6th gen or higher)
• Hardwired internet connection
• Webcam required during certification
• Windows 11 (fully updated)

Servicing Expectations

• Expected to be 24/7 program availability (final schedule pending)
• Some weeks may operate between 7:00 AM – 9:00 PM ET
• Required: 4 hours on the 1st and 3rd day of each month

Compliance & Screening Requirements

This is one of the most regulated programs on the platform.

Required:

• Background check
• Drug screening
• Photo ID verification
• Possible fingerprinting

Current note:

• Background check and drug screening are currently free (subject to change)

Strict deadlines apply:

• Drug screening must be scheduled within 48 hours
• All screenings must be completed at least 14 days before class

Ideal Agent Profile

This program is best suited for agents who:

• Have experience in banking, fintech, or financial services
• Are comfortable handling sensitive financial conversations
• Can remain calm with stressed or vulnerable callers
• Have strong attention to detail and compliance awareness
• Are patient and able to guide customers step-by-step
• Can multitask across systems efficiently

Key Advantages

• Higher base pay compared to many programs
• Stable, long-term opportunity
• No sales requirements
• Strong demand for services (financial + government programs)
• Opportunity to build experience in fintech and banking

Key Challenges

• Long and intensive certification period
• Strict compliance and security requirements
• Emotionally demanding calls (financial hardship, disputes)
• Daily servicing requirements during training
• Additional onboarding steps (YubiKey, fingerprinting, screenings)

Bottom Line

This is a high-paying, high-compliance financial support program best suited for serious, detail-oriented agents who:

• Want stability over sales-based earnings
• Are comfortable with structured environments
• Can handle sensitive financial conversations professionally

It is not ideal for agents who:

• Prefer flexible or low-structure programs
• Want short certification timelines
• Are uncomfortable with compliance-heavy environments