Customer Service Associate I-Consumer


  • 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.

Educational 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

Entry level role. Basic skills with moderate level of proficiency. Generally, performs a high volume of basic customer service inquiries about FIS products and services by following standard scripts and procedures. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non-complex issues to learn through experience. Typically requires six months or more experience in a call center or customer service-related job in a service industry. One or more years financial services experience is preferable.

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