Posted: Thursday, September 28, 2017 3:02 AM
Job ID: JR27979 Position Description: FIS (TM) is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional banking, payments, asset and wealth management, risk and compliance, trade enablement, transaction processing and record-keeping. FIS' more than 53,000 worldwide employees are passionate about moving our clients' business forward. Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and 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(R) Index.Job Summary Provide customer support to consumers via telephone and/or Internet, eg, 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.Educational 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 inquiriesExcellent customer service skills that build high levels of customer satisfactionExcellent verbal and written communication skillsComputer navigation and operation skillsDemonstrates effective people skills and sensitivities when dealing with othersAbility to work both independently and in a team environmentIntermediate role. Moderate skills with 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. 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.
• Location: Little Rock
• Post ID: 15110837 littlerock