Customer Service Associate II

Job Description
Position Type :
Full time Type Of Hire :
Experienced (relevant combo of work and education) Education Desired :
General Equivalency Diploma Travel Percentage :
0%
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 valued member of our team, you will be responsible for responding and resolving different consumer inquiries regarding banking activities. Most of the questions will be about normal banking activities (online access, card replacements), while others may require your critical thinking skills. You will be required to meet standards regarding quality, schedule adherence and other metrics that would be outlined during training. After you successfully mastered the skills of this role you may be tasked to provide mentoring to less experience associates.
About the team:
This team is part of our Customer Interaction Management organization and works with the consumers of one of our larger financial institution clients. The group includes 50+ associates that are well trained with a desire to provide superior customer service and is led by a great leadership team. This team is focused on "rolling out the red carpet" and treating our client’s consumers as VIP's. We value and expect thoughtfulness, high performance, and integrity from everyone at FIS and look forward to having you join family! At FIS we believe that our front-line associates are as important as our clients and consumers for whom we provide world-class services and support.
What you will be doing?
Work from home eligible is based on performance, associates must maintain department metrics/standards
Responding to consumer inquires via phone, email, and chat regarding their banking activities
Virtual training 9:00am – 5:45pm ET ( up to 4 weeks)
On the job training 9:00am – 5:45pm (up to 4 weeks)
Working a schedule (8-9hour shift) between 8am – 10pm that includes one weekend AND one weekday off
Flexibility to work overtime
What you will need:
High school diploma or GED
Prior call center experience
Outstanding customer service skills (verbal and written) that foster customer satisfaction
Excellent computer navigation and operation skills
Ability to work independently and in a team environment
Reliable high-speed internet services
In-home workspace that is quiet and free of distractions
At FIS, you can learn, grow, and make an impact in your career. Our benefits include:  
Flexible and creative work environment 
Diverse and collaborative atmosphere  
Professional and personal development resources 
Opportunities to volunteer and support charities 
Competitive salary and benefits 
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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