Customer Service Associate Specialist-II

Job Description

As the world works and lives faster, FIS is leading the way.  Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

About the role:
As a Customer Service Associate Specialist-II, you’ll assist supervisor with day-to-day management of call center employees. Provide direction and guidance to less experienced call center personnel. Monitor service levels, ensure adequate coverage and assist supervisor with staffing issues. Act as escalation point for resolving customer issues.

What you will be doing:

• Oversees a team of Customer Service Representatives who handle customer service inquiries and problems.

• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.

• Acts as an escalation point for resolving customer issues.

• Evaluates the quality of representatives’ calls and provides feedback on strengths and areas for improvement.

• Provides input for performance appraisals.

• Provides coaching and mentoring to less experienced call center personnel.

• Takes calls in the queue as needed.

• Ensures new representatives are set up with appropriate software and systems.

• Recommends streamlining opportunities and process improvements.

• May communicate with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.

• May be responsible for training Customer Service Representatives.

• May serve as a backup to the supervisor in their absence.

• Other related duties assigned as needed.

Additional Information: Must have system access with TRowe Price

What you bring:

• High school diploma or GED

• Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries

• Excellent customer service skills that build high levels of customer satisfaction

• Excellent verbal and written communication skills

• 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

What we offer you:
At FIS, you can learn, grow and make an impact in your career. Our benefits include:  

• Flexible and creative work environment 

• Diverse and collaborative atmosphere  

• Professional and personal development resources 

• Opportunities to volunteer and support charities 

• Competitive salary and benefits  

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $19.23 - $31.34 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

Privacy Statement

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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 condi