Role Overview

As a Customer Service Associate II at FIS, you will be at the forefront of providing exceptional support to our valued customers. This role is crucial in ensuring customer satisfaction and resolving inquiries related to FIS products and services. You will be the primary point of contact for inbound customer issues, working to troubleshoot problems, identify root causes, and provide effective solutions. This position requires a blend of technical aptitude, strong communication skills, and a genuine passion for helping others. Your ability to handle a high volume of inquiries while maintaining a positive attitude and adhering to quality standards will be essential to your success.

A Day in the Life of a Customer Service Associate II

Your day will be dynamic and filled with opportunities to make a difference. Here’s what a typical day might look like:

• Morning: Start your day by reviewing any overnight support requests and prioritizing urgent issues. Respond to emails and instant messages from customers seeking assistance.
• Mid-day: Handle a steady stream of inbound calls, addressing inquiries related to FIS products and services. Troubleshoot technical issues, document customer interactions, and escalate complex problems to the appropriate support teams.
• Afternoon: Focus on resolving escalated issues, working with senior peers and team leads to learn and expand your knowledge. Update customer information and ensure accurate data entry. Participate in coaching and mentoring sessions with less experienced associates.
• Throughout the Day: Adhere to schedule, maintain quality standards, and strive to improve average handle time. Continuously learn about new products and services to better assist customers.

Why Indianapolis, Indiana?

Indianapolis is a vibrant and growing city that offers a high quality of life with a reasonable cost of living. Known for its friendly atmosphere, thriving arts scene, and numerous recreational opportunities, Indianapolis is an excellent place to live and work. The city boasts a strong economy with diverse industries, including technology, healthcare, and finance, making it a hub for career growth. FIS is a strong presence in the Indianapolis area, offering employees a supportive work environment and opportunities for advancement within the company.

Career Path at FIS

The Customer Service Associate II role is an excellent entry point for a career at FIS. With experience and dedication, you can advance to roles such as:

• Customer Service Associate III: Take on more complex inquiries and provide advanced support to customers.
• Team Lead: Supervise a team of Customer Service Associates, providing guidance and support.
• Product Support Specialist: Focus on resolving technical issues and providing product-specific support.
• Training Specialist: Develop and deliver training programs for new and existing employees.

Salary and Benefits

The estimated salary range for a Customer Service Associate II in Indianapolis, Indiana, is between $38,000 and $50,000 per year. FIS also offers a comprehensive benefits package, including:

• Health Insurance: Medical, dental, and vision coverage.
• Paid Time Off: Vacation, sick leave, and holidays.
• Retirement Savings: 401(k) with company match.
• Employee Stock Purchase Program: Opportunity to purchase FIS stock at a discounted rate.
• Life Insurance and Disability Coverage: Protection for you and your family.
• Flexible Spending Accounts: Healthcare and dependent care.
• Employee Assistance Program: Counseling and support services.
• Tuition Reimbursement: For continuing education.
• Wellness Programs: Health screenings and fitness challenges.
• Employee Discounts: On various products and services.

FIS Culture

FIS is committed to creating a diverse and inclusive workplace where every employee feels valued and respected. We foster a collaborative environment where teamwork and innovation are encouraged. At FIS, you will have the opportunity to work with talented professionals from around the world, contributing to cutting-edge solutions that shape the future of financial technology. We believe in investing in our employees' growth and development, providing ample opportunities for training, advancement, and personal enrichment.

How to Apply

If you are a motivated and customer-focused individual with a passion for problem-solving, we encourage you to apply for the Customer Service Associate II position at FIS. To apply, please follow these steps:

1. Click on the “Apply Now” button at the top or bottom of this page.
2. Create an account or log in to your existing FIS account.
3. Complete the online application form, providing accurate and detailed information about your qualifications and experience.
4. Upload your resume and any other required documents.
5. Review your application and submit it for consideration.

Frequently Asked Questions

1. What are the key responsibilities of a Customer Service Associate II?

   Providing customer support, troubleshooting problems, and escalating complex issues.

2. What qualifications are required for this role?

   High school diploma, two years of customer service experience, and excellent communication skills.

3. What is the salary range for this position?

   The estimated salary range is between $38,000 and $50,000 per year.

4. What benefits does FIS offer?

   Comprehensive health insurance, paid time off, 401(k) with company match, and more.

5. What is the work environment like at FIS?

   Collaborative, inclusive, and supportive.

6. What opportunities for career advancement are available?

   Opportunities to advance to roles such as Team Lead, Product Support Specialist, and Training Specialist.

7. How does FIS support employee growth and development?

   Through training programs, tuition reimbursement, and opportunities for advancement.

8. What are the key skills needed for this role?

   Customer service, problem-solving, communication, and technical skills.

9. How does FIS promote diversity and inclusion?

   By fostering a workplace where every employee feels valued and respected.

10. What should I expect during the interview process?

    Expect a discussion of your customer service experience, problem-solving abilities, and communication skills. Be prepared to provide examples of how you have successfully resolved customer issues in the past. You may also be asked about your familiarity with financial services and your ability to work in a fast-paced environment.