Senior Customer Service Agent - Manchester, United Kingdom - FIS Global

FIS Global

Verified Company

Manchester, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Position Type:

Full time

Type Of Hire:

Experienced (relevant combo of work and education)

Education Desired:

No Degree

Travel Percentage:

0%

The Team:

Our team are passionate about supporting our merchants and customers. It's a customer-centric role dealing with both verbal and written communications.

The Customer Investigations team are responsible for investigating unmatched or missing transactions, rectifying payment failures and requesting bank traces, proof of payments and recalls to help resolve issues.

The Role:

As a Senior you will deal with escalations and complex queries and support the team with their cases, you will provide MI and education to customers and internal stakeholders to prevent repeat queries.

You will manage a portfolio of customer accounts. You will also help to with training and upskilling for both new starters and the existing team.

There will be opportunities to work on projects and drive process improvements and identifying improved ways of working in the team.

This is a hybrid role part office part remote - Seniors will be needed to align office attendance with training, meetings and ad hoc business requirements.

What you will be doing:

Investigations from identification of issue through to resolution.
Managing escalations and updating all impacted stakeholders.
Creating SOPs and Process Maps and ensuring they are kept up to date and compliant with SOX compliance.
Analysing trends and proactive resolution of issues.
Acquire specialist knowledge to provide accurate advice and information to both internal and external sources.
Owning top tier merchant relationships for the Investigations team. Including escalations, preventing issues, and attending monthly calls.
Prioritise workload effectively throughout the day to ensure all SLA's are adhered to in a high volume, fast paced and demanding team.
Work as part of the team to ensure daily objectives are met.
Build strong relationships with key stakeholders across the business.
Providing training for new joiners and Customer Investigations Agents.

What you bring:

Proficient in MS Office, especially Excel
Customer Service Experience
12 months experience of CIA role
Subject Matter Expert on given platform
Experience of communicating issues and incidents to Managers
History of setting personal goals going beyond BAU requirements

What we offer you:

A modern, international work environment and a dedicated and motivated team
A variety of career development tools, resources and opportunities
The chance to work on some of the most challenging, relevant issues in financial services & technology

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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