Customer Service Associate II-Consumer

4 weeks ago

Manila, National Capital Region, Philippines FIS. Empowering the Financial World Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

General Equivalency Diploma

Travel Percentage :

0%

GENERAL DUTIES & RESPONSIBILITIES

• 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.
EDUCATION REQUIREMENTS
High school diploma or GED
GENERAL KNOWLEDGE, SKILLS & ABILITIES

• 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
FIS JOB LEVEL DESCRIPTION
Developing support role. Moderate skills with high level of 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. Is able to effectively calm upset customers and end a negative situation positively. May coach and share information with professionals with less experience and/or expertise. Works under close to general supervision with little latitude for independent judgment. May consult with senior peers and team leads to learn through experience. Typically requires two 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 Online Privacy Notice.

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.

#pridepass

#J-18808-Ljbffr

  • Customer Service Associate

    2 days ago

    Manila, National Capital Region, Philippines Newstel Worldwide Full time

    OverviewCustomer Service Associate (For Pooling) – Newstel Worldwide. This role is part of a talent pool for seasonal, part-time, or full-time opportunities as they arise. The candidate will assist customers through various communication channels while maintaining a high standard of service. If you enjoy helping people, problem-solving, and working in a...

  • Customer Service Associate

    6 hours ago

    Manila, National Capital Region, Philippines beBeeCustomer Full time ₱25,000 - ₱40,000

    Job Title: Customer Service AssociateAbout the Position:We are seeking a detail-oriented and customer-focused individual to join our team as a Customer Service Associate. As the primary point of contact between our company and clients, you will be responsible for providing top-notch assistance over the phone.In addition to having excellent customer service...

  • Fund Servicing Manager II

    2 days ago

    Manila, National Capital Region, Philippines JPMorganChase Full time

    OverviewJoin our team and unlock your potential as a Fund Servicing Manager II. Shape the future of financial operations by leveraging your expertise in data management and reconciliation. Be at the heart of driving operational excellence and making a significant impact on our business success.Job ResponsibilitiesComplete operational balancing,...

  • Associate Field Service Dispatcher

    9 hours ago

    Manila, National Capital Region, Philippines Diebold Nixdorf Full time

    OverviewAssociate Field Service Dispatcher role at Diebold Nixdorf. Join to apply for the Associate Field Service Dispatcher role at Diebold Nixdorf. Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric...

  • Customer Service Associate

    3 days ago

    Manila, National Capital Region, Philippines Caldwell Communications Full time

    Join to apply for the Customer Service Associate - Nonvoice - Newbie Account role at Caldwell CommunicationsFor regular employees, we offer an industry-leading benefits package that includes:Competitive Salary13th Month PayHMO with 3 free Beneficiaries on Day One20% ND Maternity/Paternity LeaveOpportunity for rapid career growth for Top...

  • Customer Service Associate

    2 days ago

    Manila, National Capital Region, Philippines Caldwell Communications Full time

    OverviewJoin to apply for the Customer Service Associate - Nonvoice - 1Day Process role at Caldwell Communications.BenefitsCompetitive Salary13th Month PayHMO with 3 free Beneficiaries on Day One20% ND Maternity/Paternity LeaveOpportunity for rapid career growth for Top PerformersRetirement/Life Insurance for Qualified StaffWork-life Balance Processes and...

  • Platform Sales Senior Associate Partner

    1 day ago

    Manila, National Capital Region, Philippines beBeeDecisioning Full time ₱800,000 - ₱1,200,000

    Job Title: Platform Sales Senior Associate PartnerThe role of Platform Sales Senior Associate Partner involves collaborating with customers in Consumer Lending and Retail Banking to comprehend their key initiatives across Marketing, Originations, Customer Management, Personalization, Collections, and Fraud.

  • Effective Consumer Banking Professional

    4 days ago

    Manila, National Capital Region, Philippines beBeeCustomerService Full time ₱4,000,000 - ₱7,000,000

    Consumer Banking SpecialistWe are seeking a highly skilled specialist to join our team.Prepare petitions for Extra-Judicial Foreclosures (EJF) and/or Writ of Possession (WOP)Handle and represent clients in court proceedingsKey Requirements:Strong knowledge of consumer banking laws and regulationsExcellent communication and interpersonal skillsAbility to work...

  • Service Associate

    3 weeks ago

    Manila, National Capital Region, Philippines Shangri-la Hotels and Resorts Group Full time

    Career Opportunities: Service Associate -Front Office (Receptionist) (172879)Edsa Shangri-La, Manila is the only five-star deluxe city-resort convention hotel in Ortigas Center, Mandaluyong City, Metro Manila's second largest business district. Adjacent to two major shopping complexes in the country - Shangri-La Plaza Mall and SM Megamall. It is...

  • Service Associate

    2 days ago

    Manila, National Capital Region, Philippines Shangri-La Group Full time

    OverviewJoin to apply for the Service Associate - Customer Sales / Guest Service Center role at Shangri-La Group.Makati Shangri-La, Manila is a deluxe hotel located at the center of Manila's financial and commercial district, minutes away from the international airport. The hotel offers spacious guestrooms and suites, the exclusive Horizon Club, world-class...