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Job Description

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

Our front-line call center associates provide inbound telephone support for world-class financial customers. In addition to working with a great management team, you will be responsible for overseeing a team of 20 to 35 professionals to ensure superior customer service is being provided. At FIS we believe that our front-line associates are as important as our clients and consumers for whom we provide services and support.

What you will be doing

You will be managing day-to-day operations for one or more teams in the call center. You will work in a supervisory role planning, directing, managing and evaluating team performance to ensure customers are receiving a high level of service. You will work under the general direction of our customer service management team in addition to communicating with clients and vendors to implement streamlining opportunities and process improvements.

• Oversees a team of customer service representatives who handle customer service inquiries and problems via phone, email and chat
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures
• Acts as an escalation point for resolving the most difficult customer issues
• Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes
• Tracks and reports contact center performance against objectives and goals, i.e. quality, call volume, customer satisfaction, etc.
• Ensures adequate phone coverage including making decisions regarding scheduling changes

What you bring:

• Associate's or bachelor's degree preferred
• Prior banking/financial experience
• Retirement plan experience preferred
• Minimum 3 years of experience in a call center or customer service-related position in a service industry
• Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external customers
• Ability to lead and manage large teams effectively
• Working knowledge of workforce management practices and tools

What we offer you

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities - FIS is your final career step!
• Competitive salary and bonus potential
• A fun work environment built on collaboration, flexibility and respect
• A fantastic range of benefits including private medical cover, dental cover and travel insurance

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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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.

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