Customer Service Representative

Job description

Manage client inquiries, service requests, and case updates with a customer-first approach and adherence to SLAs. Validate and update customer information, log cases, and ensure accurate data capture in CRM and servicing systems. Escalate complex or risk related cases to senior team members while providing sufficient context and documentation. Collaborate with cross-functional teams (operations, product, risk) to resolve client concerns efficiently. Participate in knowledge-sharing, refresher trainings, and quality initiatives to maintain high service standards. Promote a positive customer experience by demonstrating active listening, empathy, professionalism, and clarity in communication. Entry-level role focusing on supporting day-to day operations by addressing-routine problems with defined solution. Responsible for timely and accurate reporting, basic analysis, and contributing to the improvement of operational processes. The work involves following standard procedures under close supervision, with limited need for innovation or-complex problem-solving. Communication is primarily internal while helping to support decision-making. Tasks are carried out independently within established guidelines, and leadership responsibilities are minimal. The role typically does not require advanced education, relying instead on basic training and adherence to standard work routines. 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. #pridepass