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

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.

EDUCATION REQUIREMENTS

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.

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $19.23 - $31.34 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.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 .

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 supplement document

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.

#pridepass