Customer Service Associate Senior-Consumer (Team Coach)


Manila, Philippines


Banking Technology & Software / Sales

Jan 2

IJP Eligibility Criteria

· Min tenure with FIS: 6 months

· Min tenure in the current position: 12 months

· Last performance Rating: Exceptional or Successful

· DA record: Not received at least 3 months prior to applying

· Education requirement: At least High School Graduate

What you will be doing

· Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department.

· Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries.

·Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.

·When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.

·Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.

·Updates customer information and ensures accurate entry of contact information.

·Meets standards of job, such as quality standards, adherence to schedule and average handle time.

· May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.

·Other related duties assigned as needed.

What you bring

· Candidate should at least have experience in a merchant services organization

· Should be able to handle and resolve customer complaints about products and services

· Candidate should have strong understanding of payment processing rules and industry standards

· Candidate should have strong analytical, mathematical, and reporting skills

· Solid understanding of all operational items related to merchant processing including Funding questions, reconciliation of accounts, and reimbursement requests

· Excellent written and oral communication skills

· Advanced proficiency in MS office

Added bonus if you have

·Minimum of one year of experience working in a call center customer service-related position in a service industry

· Experience in mentoring a team

· Banking related industry experience

· Demonstrated success in a dynamic environment

· Ability to adapt to rapid change

What we offer you

· A fantastic range of benefits including medical, dental, vision, and paid vacation

· Great workspaces with dedicated and motivated colleagues

· A broad range of professional education and personal development possibilities – FIS is your final career step!

·A variety of career development tools, resources and opportunities

·A work environment built on collaboration, flexibility and respect


Experienced support role. Highly-skilled with extensive proficiency. Responds to a high volume of inquiries about FIS’s products and services. Questions and issues are predominantly routine but associate must be able to deviate from standard scripts and procedures as needed. Handles situations which may require adaptation of response or extensive research. May require advanced problem solving. Plays a lead role in customer escalations. Coaches and shares information with professionals with less experience and/or expertise. Works under general supervision with some latitude for independent judgment. Typically requires three or more years of experience in a call center or customer service-related job in a service industry. One or more years financial services experience is preferable

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.

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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