Customer Service Associate Specialist at FIS
GENERAL DUTIES & RESPONSIBILITIES• Oversees a team of Customer Service Representatives who handle customer service inquiries and problems.• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.• Acts as an escalation point for resolving customer issues.• Evaluates the quality of representatives' calls and provides feedback on strengths and areas for improvement.• Provides input for performance appraisals.• Provides coaching and mentoring to less experienced call center personnel.• Takes calls in the queue as needed.• Ensures new representatives are set up with appropriate software and systems.• Recommends streamlining opportunities and process improvements.• May communicate with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.• May be responsible for training Customer Service Representatives.• May serve as a backup to the supervisor in their absence.• Other related duties assigned as needed.
High school diploma or GED
GENERAL KNOWLEDGE, SKILLS & ABILITIES• 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
FIS JOB LEVEL DESCRIPTION
Senior level role. Highly-skilled with extensive proficiency. Responds to a high volume of inquiries about FIS's products and services. Plays a lead role in customer escalations. Questions and issues often deviate from standard scripts and procedures. Handles situations which require adaptation of response or extensive research. Requires advanced problem solving. Coaches and shares information with professionals with less experience and/or expertise. Works under general supervision with latitude for independent judgment. Typically requires four or more years of experience in a call center or customer service-related job in a service industry with at least one year in a senior level job. One or more years financial services experience is preferable.
Also, overtime work is an essential function of this position. From time to time you could be required to work overtime.
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.
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.
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.
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.