Associate II, Client Contact

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

General Equivalency Diploma Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

What you will be doing:

• 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.