Banking Customer Service Associate Team Lead

Fidelity National Information Services Saint Petersburg , FL 33701

Posted 3 weeks ago

Position Type

Full time - Regular

Type of Hire

Experienced (relevant combo of work and education)

Education Desired

High School Diploma

Travel Percentage

0%

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

FIS - St. Petersburg is located on Roosevelt Boulevard, an easy commute from both Tampa and St. Petersburg. As one of the largest employers in Pinellas County with over 2,000 employees, we provide three (3) weeks PAID vacation in addition to full benefits including medical, dental and vision.

Our St. Petersburg Call Center Team provides a high level of customer service to one of the most elite banking clients in the finance industry. Aside from a great leadership staff, the group includes 15+ associates that are well trained with a desire to provide superior customer service. 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

As a valued member of our team, you will be overseeing a team of 10 to 20 customer service representatives who handle customer service inquiries and problems. You will be responsible for monitoring the day to day operations of these representatives to ensure adherence to service level standards and company policies and procedures. You will also be responsible for handling escalated inquiries that the customer service representative forwards along to you.

  • Evaluate the quality of representatives' calls and provide feedback on strengths and areas for improvement

  • Communicate directly with the client to ensure quality service delivery while recommending streamlining opportunities and process improvements

  • Provide coaching and mentoring to less experienced call center personnel

  • Follow up on escalated issues with coaching to learn appropriate solutions

  • Handle inbound and escalated calls as needed

  • Work schedules will include working 1 weekend day on an ongoing basis

  • Opportunity for monthly bonuses based on team performance

What you bring

  • High school diploma or GED

  • Prior call center experience REQUIRED

  • Excellent customer service skills (verbal and written) that foster customer satisfaction

  • Schedule flexibility required

  • Ability to work independently and in a team environment

  • Ability to work in a fast-paced environment

What we offer you

  • Attractive benefits including employer sponsored medical, dental and vision coverage

  • Competitive compensation package that includes paid vacation (3 weeks), sick time (5 days) and volunteer time (8 hours)

  • Great work spaces with dedicated and motivated colleagues

  • Career advancement opportunities

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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Banking Customer Service Associate Team Lead

Fidelity National Information Services