Associate I, BPS Operations Processing

FIS Global•West Chester Township, OH

8d•Remote

About The Position

This role involves responding to customer inquiries via telephone, email, SMS, and Chat, providing problem resolution according to service standards. The associate will handle predominantly routine calls, though some may require deviation from standard procedures. Responsibilities include answering customer inquiries, orders, service needs, and complaints, directing them to technical/service areas when necessary. The position requires maintaining detailed knowledge of the company's/assigned client's products and services, analyzing customer service needs for communication to relevant departments, and navigating a computerized data entry system or other applications.

Requirements

Strongly preferred at least 6 months of call center experience within the last 2 years.
High School Diploma or Equivalent
Ability and flexibility to work hours as assigned, we are a 24/7 Call Center.
This is a position that requires all work shift availability, including days, nights and weekends.
This position requires you to be on camera during training and other times as deemed necessary by your supervisor.
Your internet router / modem must be in close proximity to your desk / workstation area, as we will require you to hardwire into the back of the router / modem via an ethernet cable on day 1 of training.
No wireless internet providers or routers can be used.
All equipment will be provided.
Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice.
Has little or no role in the decision-making.
Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments.
Works under close supervision.

Responsibilities

Resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of 1-2 assigned company clients.
Provides standardized or scripted responses by utilizing basic user-friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes.
Enters required data into client provided systems and databases.
Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution.
Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries.