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Consumer Support Rep

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Customer Support
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Join Us as We Make Possibilities Happen
 
Every action we take as 1ACI redefines what’s possible. As Innovators, we Envision possibilities. As Developers, we Build possibilities. As Leaders, we Empower possibilities.
At ACI, we’re not just driving payments at the speed of change.
We’re Making Possibilities Happen.
 
Our people are the core of our business. Our 1ACI team represents a globally diverse, passionate and dedicated group of thousands of individuals around the world who share a common commitment to making our customers successful by driving the future of payments. As a Consumer Support Rep (Bilingual) in Auburn you can help make possibilities happen.

Summary:
Do you have a passion for interacting with customers? Are you looking for a new position where you can apply your excellent customer service skills? Do you want to be a part of a company that promotes growth, casual dress environment and offers an excellent benefits package including; medical, dental, vision, 401k, PTO and tuition assistance?  Than this may be the opportunity you’ve been waiting for!

No Nights or Weekends!  The hours for this position are 10:00am-7:00pm CST Monday-Fridaywith opportunities for an earlier shift based on availability and performance.
 
The Consumer Support Rep assists customers by answering calls and processing payments for the IRS, state governments, colleges/universities, and utility companies.  They ensure payments are processed accurately and timely and researches any payments not posted correctly. 

Responsibilities:
  • Answers inbound customer service calls and assists customers with processing electronic payments or payment inquiries by utilizing company websites (URLs), internal payment applications and Interactive Voice Response (IVR) technology.
  • Verifies that payments were processed and distributed correctly.
  • Analyze customer issues and resolve these issues by submitting payment modifications, reporting issues via an internal ticketing system and engaging internal resources to ensure timely resolution to customer problems.
  • Answers customer inquiries in a friendly and professional manner and provides timely, accurate resolution to basic login credential issues for the My Account feature.
  • Individuals in this position must meet and maintain all call quality standards, service level agreements and departmental time and attendance standards.
  • Logs and tracks calls using problem management databases and maintains a history of records and related problem documentation.
  • Provides manager status reports of problem calls.
  • Performs other duties as assigned.

Minimum Requirements:
  • High school diploma or equivalent.
  • 0-2 years of customer service related experience.
  • Ability to utilize the internet and Microsoft Office.
  • Excellent customer service skills.
  • Excellent verbal and written communication skills.
  • Ability to handle diverse customers and cope with difficult customer situations.
  • Must be detail-oriented and possess exceptional problem-solving and follow-up skills.
  • Flexibility to work overtime as needed.
  • Must be available to work a 10:00am-7:00pm CST shift Monday through Friday.
 

Preferred Skills:

  • Fluent in the Spanish language is strongly preferred.
  • Associates Degree or some college strongly preferred.
  • Previous experience in the banking industry strongly preferred.
  • General knowledge of electronic payment applications preferred.
  • Experience in an in-bound, high volume call center strongly preferred.
 

Benefits:  In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment.

 

Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com.

 

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.



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