Position Type : Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
General Equivalency Diploma
Travel Percentage :
IJP Eligibility Criteria
Min tenure with FIS : 6 months
Min tenure in the current position : 12 months
Last performance Rating : Exceptional or Successful
DA record : Not received at least 3 months prior to applying
Education requirement : Completed at least 2 years in College
What you will be doing
Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues.
Escalates more technical product-related issues to proper Product Support department.
Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.
When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
Updates customer information and ensures accurate entry of contact information.
Meets standards of job, such as quality standards, adherence to schedule and average handle time.
May provide guidance and / or mentoring to less experienced Customer Service Associates - Consumer.
Other related duties assigned as needed.
What you bring
Candidate should at least have experience in a merchant services organization
Should be able to handle and resolve customer complaints about products and services
Candidate should have strong understanding of payment processing rules and industry standards
Candidate should have strong analytical, mathematical, and reporting skills
Solid understanding of all operational items related to merchant processing including Funding questions, reconciliation of accounts, and reimbursement requests
Excellent written and oral communication skills
Advanced proficiency in MS office
Added bonus if you have
Experience working in a call center
Experience in mentoring a team
Banking related industry experience
Demonstrated success in a dynamic environment
Ability to adapt to rapid change
What we offer you
A fantastic range of benefits including medical, dental, vision, and paid vacation
Great workspaces with dedicated and motivated colleagues
A broad range of professional education and personal development possibilities FIS is your final career step!
A variety of career development tools, resources and opportunities
A work environment built on collaboration, flexibility and respect
FIS JOB LEVEL DESCRIPTION
Experienced support role. Highly-skilled with extensive proficiency. Responds to a high volume of inquiries about FIS’s products and services.
Questions and issues are predominantly routine but associate must be able to deviate from standard scripts and procedures as needed.
Handles situations which may require adaptation of response or extensive research. May require advanced problem solving.
Plays a lead role in customer escalations. Coaches and shares information with professionals with less experience and / or expertise.
Works under general supervision with some latitude for independent judgment. Typically requires three or more years of experience in a call center or customer service-related job in a service industry.
One or more years financial services experience is preferable
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients.
For specific information on how FIS protects personal information online, please see the Online Privacy Notice.