01Overview
Are you curious, motivated, and forward-thinking At FIS youll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
What you will be doing
Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email.Monitors operations to ensure adherence to service level standards and company/department policies and procedures.Ensures professional and courteous customer support services are delivered to remote a productive and positive relationship with customers.Ensures adequate phone coverage including making decisions regarding scheduling changes.Acts as an escalation point for resolving the most difficult customer issues.Evaluates the quality of customer service associates calls from customers; provides feedback to reps on strengths and areas for improvement.Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.Serves as an escalation point for resolving the most difficult customer issues.Other related duties assigned as needed.
EDUCATION REQUIREMENTS
Bachelors degree.
What you bring
Considerable knowledge of the companys products, services and business operations to enable resolution of customer inquiriesExcellent customer service skills that build high levels of customer satisfactionExcellent verbal and written communication skillsMust be detail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external customersAbility to lead and manage large teams effectivelyWorking knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software
What we offer you:
A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
A broad range of professional education and personal development possibilities FIS is your final career step!
A competitive salary and benefits
A variety of career development tools, resources and opportunities
With a 50-year history rooted in the financial services industry, FIS is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poors 500 Index. 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 FIS Online Privacy Notice .
