Customer Service Associate II-Consumer ( International Voice Process )

About the role

FIS seeks a Customer Service Associate II-Consumer to provide phone, email, and instant message support for FIS products, handling high-volume inquiries, troubleshooting issues, documenting requests, and meeting quality standards. The role includes mentoring junior associates and ensuring accurate customer data. Candidates must have a high school diploma, 2+ years in call center or customer service, excellent communication, computer navigation skills, and the ability to work independently or in a team.

What you’ll do

• Provides customer support by phone, email or instant message to consumers
• Serves as primary contact for inbound customer issues
• Escalates technical product-related issues to Product Support
• Processes high volume consumer inquiries and resolves a targeted percentage
• Troubleshoots customer problems, identifies root cause, uses tools and resources
• Escalates unresolved issues to appropriate resource
• Follows up on escalated issues with coaching and mentoring
• Tracks and documents inbound support requests
• Updates customer information and ensures accurate entry
• Meets quality standards, adherence to schedule and average handle time

What you’ll bring

• High school diploma or GED
• Knowledge of FIS products, services and business operations
• Excellent customer service skills
• Excellent verbal and written communication skills
• Computer navigation and operation skills
• Effective people skills and sensitivities when dealing with others

Nice to have

• One or more years financial services experience is preferable
• Experience in call center or customer service-related job

Skills

Education

High School