Customer Service Associate Senior-Consumer (Team Coach)
Manila, , Philippines
58m ago

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

    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

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    For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

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