Customer Service Associate II - Consumer

About The Role: Customer Service Associate II - Consumer

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

It’s an amazing opportunity to join a Talented team of innovative and committed folks doing interesting work at the world’s largest global provider dedicated to financial technology solutions!

This is a developing support role with moderate skills and a high level of proficiency, responding to a high volume of inquiries about FIS’s products and services. While questions and issues are predominantly routine, you must be able to deviate from standard scripts and procedures as needed. You will also be able to effectively calm upset customers and end a negative situation positively, and may coach and share information with professionals with less experience and/or expertise. This role works under close to general supervision with little latitude for independent judgment, consulting with senior peers and team leads to learn through experience. Typically, it requires two or more years of experience in a call center or customer service-related job in a service industry, with one or more years of financial services experience being preferable.

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 Will Bring

• Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries.
• Excellent customer service skills that build high levels of customer satisfaction.
• Excellent verbal and written communication skills.
• Computer navigation and operation skills.
• Demonstrates effective people skills and sensitivities when dealing with others.
• Ability to work both independently and in a team environment.

Education Requirements

High school diploma or GED

Key skills/competency

• Customer Support
• Inquiry Resolution
• Troubleshooting
• Communication Skills
• Problem Solving
• Client Satisfaction
• Call Handling
• Documentation
• Escalation Procedures
• Financial Services Knowledge