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.

Customer Svc Rep III

FIS is an EEO/AA Employer.
 
Job Description:
 
Position involves processing 3^rd level support, problem analysis, identification & resolution to customer inquires and CSR staff in the contact center.  Provides guidance, direction & support to CSR staff with regard to escalation, analysis and resolution.  Assists in monitoring and managing floor operations as scheduled.  Required to participate in a weekly on-call escalation schedule relating to staffing shortages and/or Sev 1 or Sev 2 Customer issues.  Candidate must have the ability to work varied shifts to meet the needs of the business.
·          assists in monitoring day-to-day floor operations including ACD call volume fluctuations, processes and/or procedures, escalations of customer issues, and dispatching of equipment issues
·          requires thoroughness, responsiveness, accuracy & initiative while handling customer issues
·          provides guidance and direction to contact center staff; application questions, connectivity, PC issues
·          ability to be self-directed; will direct team in call center at night and weekends without direct supervision
·          handles escalated calls from representatives in call center floor
·          displays professional and respect while leading by example
·          prioritizes and manages work flows on scheduled shifts ensuring all requests or processes are handles accurately and within established contractual time frames
·          requires proficient verbal, written and interpersonal skills
·          must have ability to work flexible shifts (1^st, 2^nd, or 3^rd)  50% weekends and holidays on a rotating basis in a 24 x 7 contact center environment
·          must be willing to support contact center team; by mentoring new associates and assisting in training of daily activities
·          willingness to perform other duties as assigned, (i.e. faxing, filing & general administrative functions)
·          assist in identifying opportunities for improvement in areas of the contact center
·          must be able to work in a fast pace interrupt driven environment
 
Requirements:

• High School Diploma or GED


• 2-4 years of qualifying experience.  Qualifying experience is in the field of data processing, computer operations, customer service, or technical customer service.


• strong technical skills, aptitude; and initiative


• Bilingual in Spanish a plus


• demonstrated verbal, written and interpersonal communication skills;


• ability to interface with all levels in the organization.


• demonstrated time management, organizational and analytical skills. Eye for detail and maintains accuracy in deliver of work.


• ability to handle frequent interruptions ensuring appropriate follow-up and follow


• ability to multi-task and troubleshoot problems in an interrupted driven environment


• must have ability to work flexible shifts (1^st, 2^nd, or 3^rd)  50% weekends and holidays on a rotating basis in a 24 x 7 contact center environment

• some College or vocational training


• minimum 2 years direct customer contact experience


• working knowledge of Windows, Excel, Front Page, and Word


• work in a fast paced, unstructured environment


• EBT background


• flexibility to assist other areas in the department


• flexibility to work any shift needed