Customer Service Representative - WFH Eligible

FIS is a company that innovates across the world of finance, promoting diversity and inclusivity. They are seeking a Customer Service Representative to respond to customer inquiries and provide problem resolution in accordance with service standards.

Responsibilities:

• 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

Requirements:

• 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
• Skills / Knowledge – Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks
• Job Complexity – Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making
• Supervision – Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision