Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : General Equivalency Diploma
Travel Percentage : 0%
Are you curious, motivated, and forward-thinking? At FIS you'll 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.
About the team
We handle a wide spectrum of InComm financial products and services that cater directly to today's consumer including innovative bill pay options, quick cash digitization, easy-to-load prepaid cards and consumer-favorite gift cards, allowing them to take part in everyday commerce however they choose. We continually support all our financial products with best-in-class, comprehensive customer service inclusive of a fraud department.
IJP Eligibility Criteria
Band Level: AP2 & AP3
Min tenure with FIS: 6 months
Min tenure in the current position: 6 months
Performance rating of 2019: 2 - Successful or 3 - Exceptional
DA record: Not received at least 3 months prior to applying
Education requirement: Candidate must have completed at least 2 years in College
What you will be doing
Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department.
Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.
When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
Updates customer information and ensures accurate entry of contact information.
Meets standards of job, such as quality standards, adherence to schedule and average handle time.
May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.
Other related duties assigned as needed.
What you bring
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
Added bonus if you have
Experience working in a call center
Experience in mentoring a team
Banking/Financial related industry experience
Demonstrated success in a dynamic environment
Ability to adapt to rapid change
What we offer you
A fantastic range of benefits including medical, dental, vision, and paid vacation
Great workspaces with dedicated and motivated colleagues
A broad range of professional education and personal development possibilities - FIS is your final career step!
A variety of career development tools, resources and opportunities
A work environment built on collaboration, flexibility and respect
FIS JOB LEVEL DESCRIPTION
Experienced support role. Highly-skilled with extensive proficiency. Responds to a high volume of inquiries about FIS's products and services. Questions and issues are predominantly routine but associate must be able to deviate from standard scripts and procedures as needed. Handles situations which may require adaptation of response or extensive research. May require advanced problem solving. Plays a lead role in customer escalations. Coaches and shares information with professionals with less experience and/or expertise. Works under general supervision with some latitude for independent judgment. Typically requires three or more years of experience in a call center or customer service-related job in a service industry. One or more years financial services experience is preferable.
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
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.
FIS
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : General Equivalency Diploma
Travel Percentage : 0%
Are you curious, motivated, and forward-thinking? At FIS you'll 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.
About the team
We handle a wide spectrum of InComm financial products and services that cater directly to today's consumer including innovative bill pay options, quick cash digitization, easy-to-load prepaid cards and consumer-favorite gift cards, allowing them to take part in everyday commerce however they choose. We continually support all our financial products with best-in-class, comprehensive customer service inclusive of a fraud department.
IJP Eligibility Criteria
Band Level: AP2 & AP3
Min tenure with FIS: 6 months
Min tenure in the current position: 6 months
Performance rating of 2019: 2 - Successful or 3 - Exceptional
DA record: Not received at least 3 months prior to applying
Education requirement: Candidate must have completed at least 2 years in College
What you will be doing
Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department.
Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries.
Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.
When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
Updates customer information and ensures accurate entry of contact information.
Meets standards of job, such as quality standards, adherence to schedule and average handle time.
May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.
Other related duties assigned as needed.
What you bring
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
Added bonus if you have
Experience working in a call center
Experience in mentoring a team
Banking/Financial related industry experience
Demonstrated success in a dynamic environment
Ability to adapt to rapid change
What we offer you
A fantastic range of benefits including medical, dental, vision, and paid vacation
Great workspaces with dedicated and motivated colleagues
A broad range of professional education and personal development possibilities - FIS is your final career step!
A variety of career development tools, resources and opportunities
A work environment built on collaboration, flexibility and respect
FIS JOB LEVEL DESCRIPTION
Experienced support role. Highly-skilled with extensive proficiency. Responds to a high volume of inquiries about FIS's products and services. Questions and issues are predominantly routine but associate must be able to deviate from standard scripts and procedures as needed. Handles situations which may require adaptation of response or extensive research. May require advanced problem solving. Plays a lead role in customer escalations. Coaches and shares information with professionals with less experience and/or expertise. Works under general supervision with some latitude for independent judgment. Typically requires three or more years of experience in a call center or customer service-related job in a service industry. One or more years financial services experience is preferable.
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
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.
FIS
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Cebu City, Cebu
Permanent
Full-time
Permanent
Full-time
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