• United States Of America, Usa

Job Description:

Customer Service Associate II

Job ID # JR92953
Functional Area Customer Service and Call Center
Position Type Full-Time Regular
Experience Desired Entry Level
Education Desired High School Diploma or equivalent

Primary Location US-Arkansas-Little Rock 4001 N Rodney Parham Rd-1170
Secondary Location(s)

Travel Percentage 000
Relocation Provided No



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

EDUCATION REQUIREMENTS
High school diploma or GED

GENERAL KNOWLEDGE, SKILLS & ABILITIES
Knowledge of the companys 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
Developing support role Moderate skills with high level of proficiency Responds to a high volume of inquiries about FISs 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

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 FIS Online Privacy Notice

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 www1eeocgov/employers/upload/eeoc_self_print_posterpdf and herewwwdolgov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508cpdf

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

As part of the selection process this role may require an assessment to determine suitability

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

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : CRM/CallCentres/BPO/ITES/Med.Trans
Functional Area : Operations/Customer Service/Telecalling/Backend
Role : Voice Process - Both BPO Type
Salary : As per Industry Standards
Deadline : 11th May 2020

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