Fidelity National Information Services, Inc. (NYSE:FIS) is a leading provider of core financial institution processing, card issuer and transaction processing services, mortgage loan processing and related information products and outsourcing services to financial institutions, retailers, mortgage lenders and real estate professionals. FIS has processing and technology relationships with 35 of the top 50 global banks, including nine of the top ten. Nearly 50 percent of all U.S. residential mortgages are processed using FIS software. Headquartered in Jacksonville, Florida, FIS maintains a strong global presence, serving over 7,800 financial institutions and over 100,000 retailers in more than 60 countries worldwide.

Call Center Supervisor - Bilingual English/Spanish

Company: FIS
 
Responsible for development and implementation of plans and strategies to ensure the growth, viability, and financial success of the assigned business unit or business sector.
 
Responsibilities include but are not limited to:
- Assists staff in problem solving and researching customer requests.
- Resolves customer complaints and customer problems that have been escalated from a team member.
- Prepares weekly and monthly statistical reports of call volumes, activities completed (e.g., volume of transactions processed by type, processing goals versus actual production) man hours worked, payroll processes with multiple vendors, provides transactions services, provides backup support to EP Bilingual processing customers.
- Responds to multi-lingual client inquiries regarding products, procedures and contractual Service Levels.
- Completes service transactions according to defined procedures using specialized PC-based software (e.g., status cards, transfers funds, performs balance inquiries, sets up new accounts, changes account information, processes credit card applications).
- Resolves problems identified by the customer (e.g., corrects service levels, assess financial impact, researches and eligibility errors).
- Mentors, leads and trains employees to perform department work activities.
- Organizes and schedules work and time off of subordinates, manages individual performance, interviews applicants and assists management in making selection decisions. Counsels and disciplines employees with the assistance of management.
 
Qualifications: 
- High school diploma or GED required; associates degree in a related area preferred
- 3-5 years in a customer service-related position in the financial services industry with at least 1 year in a lead or supervisory role; or equivalent combination of education and experience
- In-depth knowledge of Fidelity's products and services supported by the call center
- Considerable knowledge of on-line transaction flow and principles; government sector preferred.  EFT experience a plus
- Considerable knowledge of application software used in the call center
- Bilingual skills in Spanish preferred
- Candidate must be able to work/manage in a 24 x 7 environment (weekends & holiday)
- Extensive skill of telephone etiquette
- Ability to analyze and solve problems
- Ability to make decisions within specified parameters
- Ability to lead under pressure
- Ability to operate independently
- Ability to project a positive image on the telephone
- Ability to work productively in a high transaction volume environment
- Ability to communicate effectively verbally and in writing
- Ability to establish and maintain effective working relationships with employees, vendors, clients and public
 
EEO/AA Employer 


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