Jobs for Humanity is partnering with FIS Global to build an inclusive and just employment ecosystem. Therefore, we prioritize individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or Hard of Hearing, Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ, and Justice Impacted individuals. This position is open to candidates who reside in and have the legal right to work in the country where the job is located.

Company Name: FIS Global

Job Advertisement: Customer Service Representative - Credit Rejection Team

FIS is a leading global provider of technology solutions for merchants, banks, and capital markets firms. We value diversity and inclusivity, and we welcome applications from individuals from all walks of life, including the elderly, refugees, people with visible and invisible disabilities, LGBTQIA+ individuals, veterans, and more.

About the team

Our Credit Rejection Team is responsible for preventing debt and managing the cash collection process by monitoring merchant settlements. We work closely with internal teams such as payments, collections, accounting, sales, and fraud to ensure accurate and timely fund transfers to our customers. This team is customer-facing and focuses on providing a positive customer experience.

What you will be doing

In this role, you will support customers who use Worldpay's payment facilities and assist them if they encounter issues with rejected credit settlements. Working closely with internal teams, you will investigate and resolve any issues to ensure accurate and timely fund transfers. This may involve making inbound and outbound calls to verify bank details, reconcile payments, and provide excellent customer service to internal and external stakeholders.

Key Responsibilities:

• Provide excellent customer service to Worldpay merchants
• Build relationships with internal teams
• Manage and resolve queries related to failed settlements
• Update customer details and correct incorrect information
• Contact customers and set up direct debits in line with regulations
• Meet daily objectives and SLAs
• Contribute to process improvements and advocate best practices

What you bring

• Prior customer-facing experience, preferably in a telephony role
• Excellent communication skills
• Proficiency in Microsoft Office and strong Excel skills
• Ability to prioritize tasks and meet deadlines
• Good numeracy skills
• Commercial awareness

Added bonus if you have:

• Knowledge of collections or financial services
• Experience in the finance industry

We welcome applications from both recent graduates and experienced candidates who are looking for a career in the Financial Services industry. If you have a confident telephone manner, this could be your next move.

Working hours are Monday to Friday, 8AM-4PM.

This is a hybrid role, with 2 days in the office and 3 days working from home. During the first 4 weeks, you will be required to work in the office for induction and face-to-face training, after which a flexible working arrangement will be in place.

Privacy Statement

At FIS, we are committed to protecting the privacy and security of all personal information we process. To learn more about how we protect personal information online, please refer to our Online Privacy Notice.

Sourcing Model

At FIS, we primarily use a direct sourcing model for recruitment, with a small portion of our hiring done through recruitment agencies. We do not accept resumes from agencies that are not on our preferred supplier list, and we are not responsible for any related fees for resumes submitted through job postings or by our employees.

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