InP - Client Services Representative I - L1

FIS
Experience : 2 to 4 Years
Education : Any Graduate
Location : Bangalore
Job Role : Others
Posted on 16 Jan 20
Apply now
Job DescriptionLast Date 16 Mar 20
InP - Client Services Representative I - L1

Job ID: JR95664

Location: Bangalore, Mumbai

Position Type: Full time - Regular

Type of Hire: Experienced (relevant combo of work and education)

Experience Desired: 2+ Years

Education Desired: Bachelor's Degree, High School Diploma

What you will be doing:

  • Monitoring health of ATM (s) for its expected uptime which may vary from account to account and vendor to refer MSA or Bank wise agreement.
  • Helpdesk team based in Mumbai and Bengaluru monitors the ATM’s located in PAN India.
  • Employees within Helpdesk handles various activities such as attending automated or manual ATM fault tickets, putting the same in appropriate bucket for calculation of downtime and follow up with respective vendor, team(s) till closure.
  • Dispatching/Logging of calls: - System generates automated ATM Fault tickets for various Banks and employee from dispatching team to ensure proper due diligence is done before logging a call with respective vendor within 30 minutes from call generated time and it should be at the rate of 90% against offered volumes [Between 0-30 Minutes].
  • Sometime when system is not giving automated fault ticket, employee from dispatching team to refer to alternate such as cash file (s),calling respective switch team etc., and have the call logged.
  • Once the call is logged agent to refer to respective vendor portal and update ETA in our monitoring tool and this should be updated within 1st 30 minutes from the call logged time in vendor portal and it should be at the rate of 90% against offered volumes [Between 0-30 Minutes].
  • And based on ETA received from respective vendor call to be tracked with close coordination with all the ATM vendors for ensuring proper functioning of the terminal & better ATM availability. [ As per industry standard all such first level calls to be closed within two hours from call logged time basis site accessibility timings and the distance chart shared by vendor].
  • Second level calls with machine make vendor or other vendors like network, UPS etc., to be logged with proper due diligence, update comments in ATM monitoring tool and track till closure as appropriate.
  • As per contractual agreement ATM Helpdesk to share various reports like ATM’s which haven’t dispensed for 24 hr.’s or specific time as requested by external/internal teams, cash out, UPS, chargeable and various other ATM status reports to internal & external teams.
  • Employees to ensure all incoming/outgoing calls are attended/made with proper telephone etiquettes.
  • Employees to ensure all incoming/outgoing emails are attended with proper email etiquettes.
  • ATM Helpdesk employees to be flexible in working under 24/7/365 environment [Such as rotational shifts /night shifts /6 Days working pattern with rotational weekly off’s].
  • Supervisors of respective team/Bank/segment supervise or monitors all above activities.
  • Monitoring health of Electronic Journal for its expected uptime which may vary from account to account and vendor to refer MSA or Bank wise agreement
  • EJ team based in Mumbai and Bengaluru Pulling EJ’s from ATM’s located in PAN India.
  • Share EJ files in the SFTP and mails for the banks

What you bring: 

  • Communicates ideas both verbally and in written form in a clear, concise, and professional manner
  • Requires working knowledge of FIS products/services as well as general banking operations and procedures
  • Ability to understand and apply concepts
  • Ability to handle projects commensurate with job expectations
  • Requires excellent presentation, writing, organizational, analytical, and problem solving skills
  • Requires human relations, negotiation and documentation skills
  • Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
  • Flexibility, versatility, dependability
Job Type : Full Time
Interview Type : Face to Face Interview
Company Description
FIS uses cookies to improve your experience on our websites. We use your browsing data on fisglobal.com to gather analytics to help provide personalized content and an overall better user experience. This helps us improve your experience for future visits to our site
Apply now
Similar Jobs
Experience : 2 to 4 Years
Education : Any Graduate
Location : Mumbai
Last Date : 16 Mar 20
Quick Apply
Experience : 0 to 4 Years
Location : Bangalore
Last Date : 16 Mar 20
Quick Apply
Experience : 0 to 4 Years
Location : Mumbai
Last Date : 16 Mar 20
Quick Apply
    
SAFETY ALERT!
Teamlease does not charge any kind of payment for a job.