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Customer Service Associate Ii
hace 4 meses
Position Type:
Full time
Type Of Hire:
Experienced (relevant combo of work and education)
Education Desired:
Bachelor's Degree
Travel Percentage:
1- 25%
GENERAL DUTIES & RESPONSIBILITIES
- Processes a high volume of internal customers inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
When identifying issues in the system / platforms, creates tickets to the proper department or vendor and follows them up until the resolution.
- Troubleshoots internal customers problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve 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.
- Uploads clients information in the system and ensures accurate entry of customers information. Updates clients information in the system according to the commercial teams requests.
- Meets standards of job, such as quality standards, adherence to schedule and average handle time.
- May provide guidance and/or mentoring to less experienced associates.
- Other related duties assigned as needed.
EDUCATION REQUIREMENTS
High school diploma or GED
GENERAL KNOWLEDGE, SKILLS & ABILITIES
Experienced (relevant combo of work and education)
- Excellent analytical skills.
- Advanced level of verbal and written communication skills in English
- 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.
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.
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.
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