Inp - Customer Service Associate Ii-consumer

Company Description

Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or hard of hearding, Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ, and Justice Impacted individuals. If you identify with any of the following communities do not hesitate to register.

Company Name: FIS Global

**Job Description**:
**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combination of work and education)
**Education Desired**:
General Equivalency Diploma
**Travel Percentage**:
0% General Duties & Responsibilities
- Be the main point of contact for inbound customer issues.
- Escalate more technical product-related issues to the appropriate Product Support department.
- Process a high volume of consumer inquiries about FIS products and services and aim to resolve a targeted percentage of those inquiries.
- Troubleshoot customer problems, identify the root cause, and use tools and resources to determine the best resolution.
- If unable to resolve problems within a reasonable amount of time, escalate to the appropriate resource.
- Follow up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
- Track and document inbound support requests and ensure accurate notation of customer problems or issues.
- Update customer information and ensure accurate entry of contact information.
- Meet job standards, such as quality standards, adherence to schedule, and average handle time.
- Provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer, if necessary.
- Perform other related duties assigned as needed.

Education Requirements
High school diploma or General Equivalency Diploma (GED)

General Knowledge, Skills & Abilities
- Good 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.
- Proficiency in computer navigation and operation.
- Demonstrate effective people skills and sensitivity when dealing with others.
- Ability to work both independently and in a team environment.

FIS Job Level Description
Developing support role. Moderate skills with a high level of 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. Is able to effectively calm upset customers and end a negative situation positively. May coach and share information with professionals with less experience and/or expertise. Works under close to general supervision with little latitude for independent judgment. May consult with senior peers and team leads to learn through experience. Typically requires two 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.

**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.

**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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