Credit Resolution Agent

1 month ago

Manchester, United Kingdom FIS Global Full time

**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combo of work and education)
**Education Desired**:
No Degree
**Travel Percentage**:
0%
FIS is a leading provider of technology solutions for merchants, banks and capital markets firms globally.

**About the team**

Our Credit Rejection Team manage the early prevention of debt and cash collection process through monitoring merchant settlement ensuring that customers receive funds accurately and on time. This is a highly visible team who work closely alongside lots of internal teams including payments, collections, accounting, sales and fraud. This is a customer facing role who focus on ensuring a positive customer experience.

**What you will be doing**

The main focus of the role will be supporting customers who use Worldpay’s payments facilities if they have issues with rejected credits settlements. Working closely alongside internal teams you will investigate and rectify any issues to ensure that customers receive settlement funds accurately and on time. This will involve both inbound and outbound calls to merchants to verify bank details, investigating and reconciling payments. You will provide an excellent level of customer service to all of your internal and external stakeholders.

**Key Responsibilities**:

- Provide excellent customer service to Worldpay merchants
- Build relationships with internal teams
- Query management
- Investigate and resolve failed settlements
- Updating customer details, Bank details or other incorrect information
- Contacting customers and setting up direct debits whilst operating in line with FCA, DPA, CONC and Banking Code Regulations.
- Ensure daily objectives and SLA’s are met
- Contributing to process improvements
- Advocating best practice.

**What you bring**:

- Customer facing experience ideally in a telephony role
- Excellent communications skills
- Microsoft Office skills and strong Excel skills and the ability to quickly learn systems
- Ability to prioritise and deliver to tight deadlines
- Good numeracy skills
- Commercial Awareness

**Added bonus if you have**:

- Knowledge of collections or financial services
- Finance industry experience

Working hours are Monday - Friday 8am-4pm.

This is a hybrid role working 2 days in the office and 3 days at home. During the first 4 weeks you will be required to work in the office 5 days a week for induction and face to face training then will move to a flexible working arrangement.

**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.

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