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FIS

Customer Service Associate

Job Description

Position Type

Full time-Regular

Type of Hire

Experience Desired

1+ Years

Education Desired

General Equivalency Diploma, High School Diploma

Travel Percentage

0%

Job Description

Worldpay from FIS - Cincinnati is located on Governor's Hill, in the Mason area. We are growing quickly, yet we remain focused on crafting an incredible experience for our clients. We value and expect thoughtfulness and high performance from everyone at Worldpay from FIS and look forward to having you on the team!

About the team

As a member of our FI Universal Call Center Team, you will provide inbound telephone support for our debit and credit card holders, as well as merchants that have elected to set up their Credit Card processing with their bank, who partners with Worldpay from FIS. We primarily assist with reviewing card activity, in addition to completing card activations and merchant downloads.Aside from a great leadership staff, the group includes associates that are well trained with a desire to provide asuperior customer experience. At Worldpay from FIS we believe that our front-line associates are as important as our clients and consumers for whom we provide services and support.

What you will be doing

You will be providing excellent customer service via phone and email regarding issues faced by credit and debit card holders, as well as merchants. You will handle customer inquiries and resolve simple and basic support issues such as lost/stolen cards, issuing of replacement cards, card processing, merchant downloads, HSA accounts, mobile banking/online website support, and additional duties as needed.
  • Addressing a high volume of inbound calls
  • Track and document inbound support requests
  • Follow up on escalated issues with coaching to learn appropriate solutions
  • Troubleshoots customer problems, identifies the root cause of the problem and uses tools and resources appropriately to determine how to resolve customer problems.
  • Meets standards of job, such as quality standards, adherence to schedule and average handle time.


What you bring:
  • High school diploma or GED required
  • Prior call center and/or banking experience preferred
  • Excellent customer service skills (verbal and written)
  • Intermediate computer navigation and operation skills
  • Ability to work independently and in a team environment
  • Demonstrate effective people skills and sensitivities when dealing with others
  • Experience working with a high volume call center with high profile clients.


What we offer you:
  • Attractive benefits including private medical coverage, dental coverage, and 3 weeks of paid vacation
  • The chance to work on some of the most challenging, relevant issues in financial services & technology
  • A broad range of professional education and personal development possibilities - FIS is your final career step!


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. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

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 supplement document available here

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.

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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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. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

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 supplement document available here

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.

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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