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Job Details

CSR Lead

Omaha, NE

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Every day, the people of TSYS® and Netspend® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are People-Centered Payments, and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere - and for yourself - we may have the right place for you.

Summary of This Role

Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications.

What part will you play?

Works off a phone queue to resolve a variety of payment and account related requests and inquiries (account balance, fund availability, fund transfers, payments, stop payment requests, account closings, authorizations, name and address updates, loyalty program and other general account maintenance/ information) for card holders (customers) of several assigned clients and are frequently required to work in various other call centers and different clients.

Begins to assist with high value calls to include fraud and risk.

Provides ad-hoc responses by utilizing more complex and robust green screens of client systems and established documentation and processes. Enters required data into client provided systems and databases.

Determines most reasons for customer issues and begins to resolve escalated or more complex issues. Refers unresolved customer grievances and requests to designated departments for further investigation and resolution. Occasionally collaborates with client to resolve card holder issues providing a more comprehensive problem identification and resolution to escalated issues.

Maintains knowledge and familiarization of products, policies, and procedures for a wide variety of clients and maintains an understanding of association guidelines and compliance by referring to online manuals as necessary and specific client training required to resolve card holder inquiries.

Maintains certification under TSYS' quality certification programs. Begins to receive more extensive training for high risk/value calls. Frequently assists with training and coaching of new agents both in the training room and on the call center floor.

What Are We Looking For in This Role?

Minimum Qualifications

  • High School Diploma or Equivalent
  • Minimum 4 years related experience
  • Phone customer service experience
  • Results-oriented
  • Customer Focused
  • Patient
  • Attentive
  • Persuasive
  • Clear communication skills
  • Excellent time management skills
  • Willingness to learn
  • Knowledge of Credit Card / Payment Processing

Not Ready to Apply? ****Our Talent Community!!

US Applicants:
TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, ****target=_blank>click here.

Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process. For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at 1.706.644.8747 or 1.877.644.8747 or email at ****?subject=Link from EEO Statement - Job Posting>****.


Outside of US Applicants:

TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, ****here.

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