Fiserv Universal Fraud Program Overview

Program Type

Inbound Customer Service

About the Client

Fiserv – Universal Fraud

Fiserv is committed to advancing the movement of money and information in ways that create a positive impact on the world.

Fiserv provides financial technology and services across the financial services sector, supporting banks, thrifts, credit unions, securities broker-dealers, mortgage companies, insurance providers, leasing and finance companies, and retailers.

Its offerings include account processing, digital banking solutions, card issuer processing, network services, payments, e-commerce, and merchant acquiring and processing. All solutions are designed to support operational efficiency, security, and growth for Fiserv’s clients.

Revenue Details

Certification Service Revenue*

• $7.64 per hour
• $3.82 per 30-minute interval

Production Service Revenue*

• $14.50 per hour
• $7.25 per 30-minute interval

Incentive Opportunities

Certification Incentive (Post–Phase II):

Earn an additional $1.81 per hour / $0.905 per interval when servicing a minimum of 12 hours (24 intervals) per week during the Certification SOW after completion of Phase II.

Production Transition Incentive:

Service a minimum of 13 hours per week during the Certification SOW after completion of Phase II to earn an additional $100.00 when your business is offered and accepts the first Production SOW for each agent servicing the program on behalf of your business.

*All rates listed are before deduction of the Platform Usage Fee. Hourly rates assume servicing of two 30-minute intervals.

Certification Schedule

Phase I – Instructor-Led & Self-Study Content

March 2, 2026 – March 16, 2026

Phase II – Certification Call-Taking

March 17, 2026 – March 25, 2026

Class Times Offered

Monday – Friday | 6-hour class options

• 9:00 a.m. – 3:00 p.m. ET
• 4:00 p.m. – 10:00 p.m. ET

Enrollment & Participation Notes

This opportunity includes additional steps during the enrollment process. Agents must actively monitor the portal for enrollment updates and confirm their enrollment status. Failure to review portal notifications may result in delays or missed enrollment requirements.

Payment & Platform Details

Certification Service Revenue generated for class attendance is paid in the same service revenue cycle in which it is earned.

Certification Service Revenue is not eligible for DailyPay.

System Requirements

Equipment Must Meet Platform Standards

Agents must meet all Arise platform and client technology requirements prior to enrollment.

Refer to the System & Equipment Policy and Additional Client Program Technology Standards for full details.

Important: Agents must be on webcam during class.

Minimum Technical Requirements

• 8 GB RAM or greater
• Dual monitors required
• Webcam required
• Hardwired Ethernet connection required
• CPU: Intel® Core i5 processor (6th generation or above), 4 cores, 2.4 GHz or higher
• Apple or Android mobile phone required for secondary code verification
• YubiKey provided by the Client

ThinScale Program Requirements

• Must maintain the most recent version of Windows 11, fully patched with no pending updates

YubiKey Requirement & Security Compliance

A YubiKey is required to enroll and service this program.

• Provided by the Client (cost currently waived)
• Sole property of the Client
• May only be used in connection with services performed under the Fiserv Statement of Work (SOW)

Return Requirement:

YubiKeys must be returned to Arise within 30 days of termination or expiration of the SOW. Secure packaging is required. Return instructions will be provided if necessary.

Future Fiserv certification classes may require participants to purchase a YubiKey. Each Program Announcement should be reviewed for current requirements.

Arise will facilitate YubiKey shipping. If delivery is unsuccessful or returned to sender, enrollment may be impacted.

Security and Verification on the Arise® Platform

Required Enrollment Verifications

This opportunity requires completion of:

• Background check
• Drug screening
• Photo ID verification

Failure to complete any step within the stated timeframes may result in removal from the course.

Background Check

• Initiated during the enrollment process
• Instructions provided via email; check spam/junk folders
• Must be completed at least 14 days before class

Upon completion, an email from HireRight ([email protected]) will provide drug screening instructions.

• Schedule screening within 48 hours of receiving the email
• Failure to schedule will result in loss of class seat

Note: There is currently no cost for the background check or drug screening.

HireRight is Fiserv’s vendor; references to Arise as an employer are not applicable. Agents perform services as independent contractors.

Photo ID Verification

• Completed on a mobile device during enrollment
• Requires valid driver’s license or state ID
• A selfie will be required

Daily Facial Authentication

• Quick daily selfie required to enter the Virtual Classroom
• Takes seconds; 3 attempts allowed if the first fails

PC Scan

• PC scan required on first day to verify system compatibility
• Must use same PC for class as used for the scan
• Must have all required updates installed

Important Background Check Notes

• Credit freeze may delay process; temporarily lift with Experian
• Name changes must be reflected in profile and Experian

Third-party vendors may contact agents to clarify information. Prompt responses prevent delays.

Enrollment Eligibility Criteria

Agents do not qualify if any of the following apply:

• Provided services on any banking industry client program within 6 months
• Termination for cause or breach of SOW in prior SOWs
• Currently in “interested” or “enrolled” status for another opportunity
• Class dates overlap with another enrolled opportunity
• Dropped/failed a certification class in the last 60 days
• Three or more certification drops/fails in the past 12 months

Miscellaneous

• Log-in codes are confidential and user-specific
• Professional work environment required during class and service

Disclaimer

This Program Announcement is a summary and is not a legal document.

The SOW terms supersede this announcement. Review all SOWs and policies prior to enrollment.

Day in the Life

• Intervals available: 24/7/365
• Special requirements: 5 hours (10 intervals) required on Mondays and/or Fridays

Agents handle fraud prevention, detection, resolution, emergency card/cash replacement, card activation, cross-referrals, and transaction evaluation.

Top-performing service partners demonstrate:

• Problem-solving ability
• Calm, empathetic communication
• Clear written/verbal communication
• Professional, knowledgeable service
• Accurate call documentation

Success Criteria

Certification

Phase I – Instructor-Led & Self-Study

• Learn client systems, tools, policies, and procedures
• 6 hours/day of class
• Active participation required

Phase II – Live Call-Taking

• Apply Phase I knowledge on live calls with minimal guidance

Certification SOW Requirements

• Minimum 10 hours (20 intervals) per week
• Must review SOW for end date and schedule

Completion Criteria

• ≥90% final assessment score
• ≥90% average QA across three calls
• 100% self-study module completion
• Phase I successfully completed
• Security Awareness course completed with ≥85%

Important Notices

• Webcam required for all class activities
• First-day attendance is mandatory; no exceptions
• Class Confirmation Deposit: $50 (non-refundable)

Self-Study Content

All modules are completed during class. Any previously referenced module tables may be disregarded.

This is now a fully integrated, end-to-end program overview, including:

• Program Info
• Revenue & Incentives
• Schedule & Certification
• Day in the Life
• Success Criteria
• System Requirements & YubiKey
• Security & Verification
• Self-Study