Grad Bay Coach

TSYS ,
Milton Keynes, Buckinghamshire
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Overview

Job Description

Every day, the people of TSYS and Netspend improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere - and for yourself - we may have the right place for you. Summary of This Role Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications. What Part Will You Play? * Begins to work off a phone queue to resolve a variety of payment and account related requests and inquiries (card activation, account balance, fund availability, fund transfers, payments, stop payment requests, account closings, authorizations, name and address updates, loyalty program and other general account maintenance/ information) for card holders (customers) of 2 or more assigned clients and are capable of working in various other call centers and clients. Provide more comprehensive responses by utilizing more complex and robust green screens of client systems and established documentation and processes. Enter required data into client provided systems and databases. Determine most reasons for customer issues using a client provided decision tree and escalate or refer unresolved customer grievances and requests to more experienced CSRs or designated departments for further investigation and resolution. * Further develops knowledge and familiarization of products, policies, and procedures for a wide variety of clients and maintains an understanding of association guidelines and compliance by regularly referring to online manuals and specific client training required to resolve card holder inquiries. Is certified under TSYS quality certification programs. * Handles complaints in accordance with the Internal Complaints Procedure (ICP): logs resolved complaints and escalates unresolved complaints as per the ICP. What Are We Looking For in This Role? Minimum Qualifications * High School Diploma or Equivalent * Typically Minimum 2 Years Relevant Exp * Phone customer service experience Preferred Qualifications * Typically Minimum 2 Years Relevant Exp * On phone customer service experience; TSYS systems end user experience What Are Our Desired Skills and Capabilities? * Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks. * Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations. * Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments. Not Ready to Apply? Join Our Talent Community!! US Applicants: TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here. Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process. For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at +1.706.644.8747 or +1.877.644.8747 or email at PayandBenefits@tsys.com. EOE/Minorities/Females/Vet/Disability Outside of US Applicants: TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, found here.

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