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Customer Service Associate II

4 months ago

Cincinnati, Ohio, United States FIS Global Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

General Equivalency Diploma

Job Description

We are Worldpay. Every time someone shops online, uses a bank or trades a stock, we help make it happen. Our technology powers the world's economy, and as part of our team, your influence can span the globe. We believe in building inclusive teams where everyone's views count. Together, our collective diversity, skills and talents empower us to deliver the best products and solutions for our colleagues, clients, and communities. If you're ready to start learning, growing, and changing the future of FinTech, we have one question: Are you Worldpay?

About the role:
In this role, our associates are the voice of Worldpay – a great responsibility to our organization. Our team of Customer Service Associates provide a world-class level of customer service to our merchants. It will be important that you ensure service expectations are met while establishing a professional rapport with each customer. We believe our partners and merchants are the most important aspect of our business, and our determination to be the best that Worldpay has to offer rings true with each associate through training, knowledge, and a desire to excel. Our diverse associates—new graduates and career changers alike—come from a variety of backgrounds. Computer skills, stellar problem- solving abilities and the necessary interpersonal skills to be successful in a phone environment are strongly recommended.

Role expectations:

  • Training & Nesting (OJT) will be onsite Monday thru Friday 8am-5:30pm for 13-weeks; 100% attendance is required
  • High volume contact center responsible for omni-channel servicing via voice, email, and chat.
  • Ability to closely follow step-by-step troubleshooting procedures for point-of-sale or stand-alone equipment.
  • Day to day requires proficiency across multiple applications to properly service merchant requests.
  • Proactively identify merchant's needs utilizing available resources.
  • Ability to prioritize and manage time effectively.
  • Comprehension of various communication types, i.e., phone line, ethernet, Wi-Fi, Bluetooth.
  • Ability to articulate actions taken & properly set expectations for servicing resolution.
  • Working knowledge of PC/laptop and Microsoft Office applications – focused on Teams and Outlook.
  • Ability to effectively communicate – both written and verbal.


Added bonus if you have:

  • Working experience & knowledge in Salesforce.
  • Work history in payments processing or contact center environment.
  • Work history in banking/financial institution.
  • Ability to remain composed and customer focused at all times.


EDUCATION REQUIREMENTS

  • High school diploma or GED

What we offer you:
As part of Worldpay, we expect you to bring your best every day. That's why we'll reward you with exceptional benefits that include:

  • Medical (HSA & FSA options), dental and vision
  • 3- weeks of paid vacation, plus 4 paid personal choice holidays
  • 401K plan that includes company matching
  • Ample development resources to help advance your career
  • Paid volunteer time to give back to local charities in your community

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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