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- Tuscaloosa County, AL
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Customer Service Associate I
FIS • Tuscaloosa County, AL
Posted 26 days ago
With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor's 500® Index.
Are you looking for a challenging and rewarding career with opportunity for growth? Come join the FIS Team! We are a Fortune 500 company and ranked #1 by FINTECH! We offer competitive pay along with great benefits including health coverages, 401K and Employee Stock Purchase Plans!
We are looking for full time associates!
This training class will start 5/20/19
Provide customer support to consumers via telephone and/or Internet, e.g., instant message, email. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist.
General Duties & Responsibilities
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.
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
Entry level role. Basic skills with moderate level of proficiency. Generally, performs a high volume of basic customer service inquiries about FIS' products and services by following standard scripts and procedures. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non-complex issues to learn through experience. Typically requires six months or more experience in a call center or customer service-related job in a service industry. One or more years financial services experience is preferable.
We are an Equal Opportunity Employer and do not discriminate against
any employee or applicant for employment because of race, color, sex,
age, national origin, religion, sexual orientation, gender identity,
status as a veteran, and basis of disability or any other federal,
state or local protected class.