Associate II Client Contact

FIS - Fidelity Information Services; Manila; On-site; PHP 290,000 - 424,000; Full time

Job summary

Fidelity Information Services seeks a customer support representative to engage with consumers via phone, email, or instant messaging. The role emphasizes resolving inquiries, escalating complex issues, and documenting interactions for quality service.

You will work in a fast-paced environment, providing timely solutions, maintaining data accuracy, and adhering to service standards. Candidates should have a high school diploma and solid communication skills.

Qualifications

• Knowledge of FIS products and services to resolve inquiries
• Excellent customer service skills that build high levels of satisfaction
• Strong verbal and written communication abilities
• Proficient computer navigation and basic office software skills

Responsibilities

• Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues and escalates more technical problems as needed.
• Handles a high volume of inquiries and resolves a targeted percentage of them per shift.
• Troubleshoots problems, identifies root causes, and uses available tools to resolve issues.
• Escalates unresolved issues and follows up to ensure proper solution and knowledge expansion

Skills

Customer service

Communication

Problem solving

Teamwork

Education

High school diploma

Job description

Job Description:

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 centre 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

Requirements