Corporate Support Manager- Gaming at FIS

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Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business

Travel Percentage :

25%

Job Description

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

Central to our value proposition is the flawless support that we provide to our key corporate customers. Our Senior Corporate Support Managers help our most important customers (Tier 1) – some of the largest eCommerce businesses in the world – manage their day to day queries, build great relationships and uncover opportunities to add true service value.

You will be dealing with a variety of customer queries, delivering outstanding customer service over the phone, email, web chat, and often in a face to face capacity. You will provide proactive and knowledgeable support, leveraging your deep expertise in payments to resolve complex issues, acting as a single point of contact for a designated portfolio of our most important corporate clients and a key ambassador for Worldpay.

What you will be doing

Key Responsibilities:

Improve the customer experience. You will proactively work to identify opportunities to improve the customer journey / experience. You will assess root cause of issues, produce change requests, review and improve process, and feed back to other business areas ways in which processes can be improved. CSMs, working with Team Managers and Relationship Management, will also review customer feedback to event-driven Customer Satisfaction Surveys (CSAT) and work with customers to understand their pain points and priorities for improvement

  • Manage non-commercial customer queries and issues to successful resolution. This could involve engaging internal or external stakeholders where necessary to resolve a range of standard and complex issues. You will keep the customer informed on progress through to resolution via timely updates and use your personal relationship with the customer to prioritise and manage case workloads.
  • Work as part of the Customer Account Team for our key customers. You will attend and actively participate in Account Team Meetings. You may also attend a variety of meetings face to face or via video link. You will also attend and contribute to meetings with other internal stakeholders to support and improve the customer journey, including Ops Finance, Product, and Delivery.
  • Customer education. You will work proactively with customers to educate them on a range of topics including using and navigating Worldpay’s portals, reports, reconciliation, and risk tools. You will ensure customers understand any business impacting changes and what it means to the customer.

What you bring:

  • Work Smart – We’re constantly curious, looking for brilliantly simple solutions and we make things happen and achieve amazing results. 
  • Be Spirited – We are passionate about payments, our customers and colleagues.  We are resilient and courageous in our thinking and actions. 
  • Be Supportive - We care about each other, our customers and our company and we are open and direct in our approach.  We are always striving to do the right thing in the right way. 
  • Worldpay-specific system expertise is not essential, however you should have:
    • Deep expertise in the payments industry, including acquiring, gateway and fraud product platforms
    • 2+ years experience as personal operational support to major global businesses
    • Clear and positive communication, both written and verbal, in English
    • Able to handle different forms of customer interaction, including handling difficult conversations, and progress to successful outcomes
    • Work on own initiative and effective manager of time, to ensure that important customer deadlines are met.

Added bonus if you have:

  • Knowledge of the US Betting and Gaming Industry
  • Knowledge of Web Scripting Languages such as HTML, XML, JavaScript, PHP/ASP/JSP
  • Protocol understanding such as HTTP and HTTPS

What we offer you:

  • Attractive benefits including private medical cover, dental cover, and travel insurance
  • Training across core financial, sales and FIS solutions
  • A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  • A modern, international work environment and a dedicated and motivated team
  • A competitive salary and benefits
  • The chance to work on some of the most challenging, relevant issues in financial services & technology

#LI-KB2

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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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here


For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • jQueryLibraries
    • ASP.NETFrameworks
    • HadoopFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • OracleDatabases

Location

Our Denver office is located in the Tech Center at Belleview & I-25, and our pictureqsue Durango office is nestled alongside the Animas River.

An Insider's view of FIS

What's something quirky about your company?

We love to dance at company parties and picnics.

We love to give "High 5s" and shout-outs for people that go above and beyond and "rock!"

Wendy Graham

Training and Careeer Development

What projects are you most excited about?

I'm excited to launch our 2019 Rewards of Better Business Banker referral campaign. We'll combine the successes of our 2018 campaign with new incentives for 2019, to grow the volume of qualified referral submissions from banks. Our goal is a culture of support for account executives and bankers with easy access to tools and impactful conversations.

Diana Quetti

Channel Demand Marketing Analyst, FInancial Solutions

What is your vision for the company?

We’re passionate about being the partner for connected commerce for businesses around the world and we’re creating a company culture where colleagues grow and thrive, while having fun along the way. Our teams collaborate to seamlessly serve our global customers and each colleague plays a critical role as we proudly advance the ways the world pays.

Kelly Beatty

Senior Leader, Strategic Program Management

What are FIS Perks + Benefits

FIS Benefits Overview

Taking care of our colleagues means that our customers, company, and communities are well taken care of, too. That’s why we’re always looking for attractive benefit offerings to support our colleagues and their families. In addition to competitive medical/dental/vision plans, life insurance and disability coverage to take care of basic needs, there’s also opportunities to participate in a stock purchase plan, have 401(k) deferrals matched, receive HSA seed money, earn wellness incentives, and even have your charitable contributions matched – just to name a few.

Culture
Volunteer in local community
We love to make a difference in the community! Some favorite local causes include Brent's Place, The Ronald McDonald House, The United Way, The Food Bank of the Rockies and Habitat for Humanity.
Partners with Nonprofits
Some favorite local causes include Brent's Place, The Ronald McDonald House, The United Way, The Food Bank of the Rockies and Habitat for Humanity.
Friends outside of work
Eat lunch together
Intracompany committees
African American Network, Women's Network, Young Professionals Group, LGBTQ Organization (GLOW), WorldpayGives, Worldpay Social Committee, and the list goes on!
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Worldpay's Healthcare Flexible Spending Account (FSA) allows you to set aside pre-tax dollars to pay for medical, dental, prescription or vision care expenses for you and your dependents
Disability Insurance
Dental Benefits
Enrollment in the Worldpay dental plan provides access to two networks. You can select any dentist, but staying in the networks will cost you less.
Vision Benefits
Enrollment in the Worldpay vision plan provides access to two networks. With each, you receive discounts on eye exams, frames, lenses, contacts and vision correction surgery.
Health Insurance Benefits
Worldpay offers four medical plans - one PPO plan and three Consumer (HSA-eligible) plans. All plans offer preventive care covered at 100%.
Life Insurance
In addition to the basic life insurance provided to you by Worldpay, you can also opt for supplemental life insurance which offers another layer of protection to help meet your family's needs.
Wellness Programs
Wellness365 is a fun and rewarding way to make small changes toward better health every day. Set your interests to get personalized daily tips on nutrition, exercise, stress, sleep and much more.
Onsite Gym
Can't make it to your favorite fitness class or need to de-stress before facing the world? We have a large, well-equipped gym onsite that will help you keep you with your fitness goals!
Retirement & Stock Options Benefits
401(K)
Colleagues are eligible to participate in the Worldpay 401(k) plan immediately upon hire. Choose from traditional pre-tax 401(k), or pre-tax or Roth catch-up contributions or a combination of both.
401(K) Matching
Worldpay matches 100% of the first 5% of deferrals on a per paycheck basis. And the best part - the match is immediately 100% vested!
Company Equity
Employee Stock Purchase Plan
We offer eligible colleagues the opportunity to purchase shares of Worldpay stock at a 15% discount off the market closing stock price on the day of purchase.
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
FMLA-eligible colleagues are eligible for up to 120 hours of paid time off to recover from childbirth and to care for and bond with their newborn or newly adopted child.
Family Medical Leave
The Family and Medical Leave Act provides up to 12 weeks of job-protected leave for your own medical condition, or for the care of a spouse, child or parent who has a serious medical condition.
Adoption Assistance
An adoption reimbursement benefit is offered to full-time colleagues who have been employed for at least one year. This one-time, per person benefit helps to cover various adoption-related expenses.
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Our generous PTO plan allows colleagues to enjoy time away from work and promotes a healthy life balance. PTO can also be used for illness days and unexpected emergencies.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Happy Hours
Parking
Professional Development Benefits
Tuition Reimbursement
Worldpay encourages all colleagues to pursue continuing education or to work toward a degree in their field.
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
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