Customer Service Associate Ii (Hybrid)

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Job Description

Are you ready to unleash your full potential? We’re looking for people who are passionate about payments to chart Worldpay’s path to being the largest and most-loved payments company in the world.

About the team

We as a team of 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.

What you will be doing

You will be providing customer support by phone, email, or instant messaging to business customers. Processing a high volume of customer inquiries of Worldpay products and services. You identify the root cause of the problem and use tools and resources to appropriately determine how to resolve the customer's issue. You will track and document inbound support requests and ensure proper notation of the situation. You will be responsible for meeting quality standards, adhering to schedule and average handle times.

• Your training & Nesting (OJT) will be onsite Monday thru Friday 8am-5:30pm for 13-weeks, 100% attendance is required.

• You will work a hybrid schedule; onsite 2 days per week

• You will address a high-volume contact center responsible for omni-channel servicing via voice, email, and chat.

• You will closely follow step-by-step troubleshooting procedures for point-of-sale or stand-alone equipment.

• You will proficiently utilize multiple computer applications to properly service merchant requests.

• You will be proactively identifying merchant’s needs utilizing available resources.

• You will work a FLEX schedule; being available to come in 1-hour early or stay 1-hour later than your regular work schedule.

What you bring:

• Ability to remain composed and customer focused at all times

• Payments processing or call center environment experience

• 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 prioritize and manage time effectively

• Ability to effectively communicate – both written and verbal

• Comprehension of various communication types, i.e., phone line, ethernet, Wi-Fi, Bluetooth

Added bonus if you have:

• Working experience & knowledge in Salesforce

• Banking/financial institution experience

What we offer you

• Medical (HSA & FSA options), dental and vision coverages

• 3-weeks paid vacation plus 4 paid personal choice holidays

• The chance to work on some of the most challenging, relevant issues in the payment industry

• 401K plan that includes company matching

• Paid volunteer time to support charities and give back in your community

• Development resources to help advance your skills and career

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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