Commercial Card Escalations and Support
FIS Global
11.2021 - Current
- Online technical support and commercial card support for business card administrators and their cardholders. Assist cardholders for both consumer and business accounts with credit card inquiries and web support issues. Provide phone and chat support to the team, interpreting and executing technical needs and policy inquiries. Provide escalation phone support for sensitive and urgent customer calls. Identify and communicate to leadership all emergent service issues and potential risk scenarios. Created several Excel spreadsheets to track, organize, and disseminate information regarding the financial institutions, and the unique policies and procedures for each, that are serviced through the organization.
- Train and mentor new hires. Monitor phone queues for department SL daily and monthly goals, and representative skilling.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.