Associate I, BPS Operations Processing Agent - Call Center

FIS Job Opportunity

Every day, our teams innovate across the world of finance. We collaborate to work smarter, while making a difference. We believe in diversity and inclusivity, giving a voice to everyone on the team. And we celebrate our success together. If you want to make an impact in fintech, we'd like to know: Are you FIS?

About the Role

Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications. Hourly Rate: $15/hour

What You Will Be Doing

• Resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of 1-2 assigned company clients.
• Provides standardized or scripted responses by utilizing basic user-friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes.
• Enters required data into client provided systems and databases.
• Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution.
• Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries.

What You Will Need

• Strongly preferred at least 6 months of call center experience within the last 2 years.
• High School Diploma or Equivalent
• Ability and flexibility to work hours as assigned, we are a 24/7 Call Center.
• This is a position that requires all work shift availability, including days, nights and weekends.
• This position requires you to be on camera during training and other times as deemed necessary by your supervisor.
• Your internet router / modem must be in close proximity to your desk / workstation area, as we will require you to hardwire into the back of the router / modem via an ethernet cable on day 1 of training.
• No wireless internet providers or routers can be used.
• All equipment will be provided.

What We Offer You

• At FIS, you can grow your career as far as you want to take it. Here's what else we offer:
• Opportunities to make an impact in fintech
• Personal and professional learning
• Inclusive, diverse work environment
• Resources to give back to your community
• Competitive salary and benefits