Virtual Customer Service Associate II (Retirement Plans)

As a Virtual Customer Service Associate II at FIS Global, your primary responsibilities include connecting with customers through phone conversations to help them meet their financial goals. You'll take ownership of customer requests, utilize problem-solving skills to navigate their needs, and provide knowledge about our array of products and services. You'll be expected to actively listen to customers and establish a professional rapport to ensure exceptional service delivery.

To apply for the Virtual Customer Service Associate II position at FIS Global, a high school diploma or GED is the minimum requirement, while a college degree is preferred. Relevant customer service experience and computer skills are strongly recommended. Additionally, having excellent problem-solving abilities and interpersonal skills will greatly benefit you in this role.

No, financial services experience is not required for the Virtual Customer Service Associate II role at FIS Global. We are committed to building a diverse team and welcome candidates from various backgrounds, whether you're a recent graduate or a career changer. We believe that with the right training and a willingness to learn, anyone can succeed in this position.

FIS Global offers a comprehensive benefits package for Virtual Customer Service Associate II employees that includes opportunities for skill development, a supportive work environment, and competitive compensation. You can also expect to have the chance to work on engaging challenges in financial services and technology, as well as time to give back to local charities in your community.

For the Virtual Customer Service Associate II position at FIS Global, your training schedule will vary, typically running during business hours of 8 am to 5 pm EST. Since this is a hybrid role, those local to our Jacksonville, Florida office will be required to work on-site during their assigned shift, which will be determined based on business needs.

To answer this question effectively, think of specific examples from your past experiences where you handled customer inquiries or solved problems. Highlight your ability to communicate clearly and empathetically, as well as any techniques you’ve used to ensure customer satisfaction. Relate these experiences back to the expectations of the Virtual Customer Service Associate II role at FIS Global.

When addressing this question, demonstrate your problem-solving skills and your ability to remain calm under pressure. Describe specific strategies you use, such as active listening, validating the customer's feelings, and finding solutions that meet their needs. Highlighting your ability to maintain a professional demeanor while resolving conflicts is crucial for a role at FIS Global.

Your response should focus on the importance of active listening and asking the right questions. Emphasize your ability to read between the lines and identify underlying needs. Mention how you would summarize customer responses to confirm understanding and propose appropriate solutions from the suite of FIS Global products.

In your answer, address time management and communication. Talk about setting a structured work schedule, creating a dedicated workspace, and utilizing technology to stay connected with colleagues. Ensure you communicate proactively with your team to manage expectations effectively.

This is your chance to showcase your passion for customer service. Share a specific example where you took extra steps to resolve an issue, offer additional support, or provide valuable insights to a customer. Emphasizing your commitment to exceeding expectations aligns well with the role at FIS Global.

Demonstrating your knowledge about FIS Global is important in an interview. Research the company’s mission, values, and services, particularly in financial services. Discuss how your understanding aligns with your career goals and why you’re excited about the opportunity to work there.

Talk about your ability to multitask and use organizational tools or techniques to prioritize customer requests. Highlight your strategy for addressing urgent needs first while ensuring that all inquiries are followed up promptly, showing your dedication to quality customer service.

Discuss how collaborating with colleagues can enhance customer service. Share instances of how you worked in teams to solve customer problems or improve processes, reinforcing the value of teamwork in the Virtual Customer Service Associate II role at FIS Global.

To answer this, share your approach to gathering all relevant details and asking clarifying questions to resolve misunderstandings. Highlight your ability to remain neutral and professional while sifting through conflicting information to arrive at the best resolution for the customer.

In your response, combine your skills, experiences, and passion for customer service. Illustrate how your problem-solving capabilities, dedication to excellence, and commitment to understanding individual customer needs make you an ideal candidate for the role at FIS Global.