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Bilingual Consumer Support Rep at ACI Worldwide

Posted in General Business 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Auburn, Alabama

Job Description:


At ACI Worldwide, we are ACHIEVERS, COLLABORATORS, INNOVATORS. We come together from across the GLOBE with a singular goal - to POWER global commerce with our INNOVATIVE technology solutions.

ACI Worldwide, the Universal Payments company, powers electronic payments and banking for more than 5,000 financial institutions, retailers, billers and processors around the world. ACI software processes $13 trillion in payments and securities transactions for more than 250 of the leading global retailers, and 21 of the world's 25 largest banks. We have a definitive vision of how electronic payment systems will look in the future and we have the knowledge, scale and resources to deliver it. As a Bilingual Consumer Support Representative in Auburn, AL you too can help us drive payments at the speed of change.

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-Friday with opportunities for an earlier shift based on availability and performance.

Essential Duties and Responsibilities:

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.

  • 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 Needed:

    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. Must be fluent in both Spanish and English

Highly Desired Skills:
    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.

In return for your expertise, we offer challenge, opportunity, and an excellent compensation and benefits package in a casual environment. Are you ready to help us transform the world of electronic payments?

Position will be posted for 5 business days or until the position is filled.

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