Job Description
As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we'd like to ask you: Are you FIS?
About the role:
As a customer service team lead,you can use your exceptional customer service skills togrow your career with a topfintech company. You and your team willresolve support issuesfor customersvia telephone,IMandemail, andsupport all our major client groups:banking, payments and investments.
JOB SUMMARY -This position is responsible for assisting the TOKEN Customer Service Management staff with the day to day operational functions of the Customer Service call center ie: monitor service levels, associate adherence, assisting associates with cardholder questions, escalation calls and refresher training. Responsible for remotely monitoring calls on associates and sitting side by side to aid in navigational skills and quality of call delivery.
SHIFTS AVAILABLE: 8:30 am - 11:00 pm Days off: Discussed during interview
JOB REQUIREMENTS -

• High School diploma or equivalent required
• 1-2 years experience in Lost Stolen, Card Activation, Customer Service or Internet Products preferred
• Prior Team Lead experience preferred
• Strong verbal and written communication skills
• Ability to organize and prioritize work activities and manage time effectively
• Strong ability to multitask preferred
• Ability to independently handle escalation calls with exceptional customer service and follow up skills
• Professional image and an enthusiastic people person
• Excellent time management and analytical skills necessary
• Proficient with Microsoft Word and Excel software
• IEX & Call Center Management System (CMS) knowledge preferred
• Flexible schedule and days off
• Excellent attendance and punctuality record required

JOB RESPONSIBILITIES:

• Monitor Real Time Adherence and Service Levels/Average Speed of Answer
• Responsible for daily department queue processing
• Take incoming customer service escalation calls
• Answer incoming Merchant Customer Service Calls
• Answer incoming customer service calls as needed
• Perform service observations on agents phone calls Monthly or as needed
• Manage and decrease the number of associate calls with training and communication with Management Team
• Provide constructive feedback to agents regarding departmental metrics
• Assist in the development of the new hire class by monitoring calls, providing feedback
• Act as a "backup" to the supervisors as necessary
• Manage confidential personnel information
• Other duties as assigned

What we offer you:

• A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:
• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back
• Competitive salary and benefits

VACCINATION REQUIREMENTS
All employees must be fully vaccinated against COVID-19 on or before January, 14, 2022. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement. Please acknowledge that you understand the policy and would like to proceed below.
Also, overtime work is an essential function of this position. From time to time you could be required to work overtime.
Vaccination Requirements
Notice to all US applicants: All employees must be fully vaccinated against COVID-19. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.
Privacy Statement
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.
EEOC Statement
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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