Customer Service Associate II-Consumer

As a Customer Support Representative at FIS, you will be responsible for providing excellent customer service through phone, email, or instant messaging to consumers. Your primary role will be to address inbound customer issues, escalating technical product-related matters to the appropriate department when necessary. Your duties will also include: - Processing a high volume of consumer inquiries and resolving a targeted percentage of those inquiries - Troubleshooting customer problems, identifying root causes, and utilizing tools and resources effectively to find solutions - Escalating unresolved issues to the appropriate resource and following up with coaching and mentoring - Tracking and documenting support requests, ensuring accurate customer information entry - Meeting job standards including quality, schedule adherence, and average handle time - Providing guidance and mentoring to less experienced Customer Service Associates when needed - Performing other related duties as assigned To qualify for this role, you should have a high school diploma or GED. Additionally, you should possess: - Knowledge of FIS products, services, and business operations - Excellent customer service skills with a focus on customer satisfaction - Strong verbal and written communication skills - Proficiency in computer navigation and operation - Effective people skills and the ability to work independently or in a team environment This position is at a developing support level, requiring moderate skills with a high level of proficiency. You will respond to inquiries about FIS products and services, handling routine questions and issues. The role may involve coaching less experienced professionals and working under supervision with limited independence. Please note that FIS is committed to protecting the privacy and security of personal information. We primarily use a direct sourcing model for recruitment and do not accept resumes from agencies not on our preferred supplier list. If you have two or more years of experience in a call center or customer service-related role, with financial services experience being preferable, we encourage you to apply for this position at FIS.,