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Bi-lingual Consumer Support Rep

Company: ACI Worldwide
Location: Auburn
Posted on: May 16, 2019

Job Description:

Join Us as We Make Possibilities Happen

action we take as 1ACI redefines what's possible. As Innovators, we Envision

possibilities. As Developers, we Build possibilities. As Leaders, we Empower



ACI, we're not just driving payments at the speed of change.


Making Possibilities Happen.

Our people are the core of our

business. Our 1ACI team represents a globally diverse, passionate and

dedicated group of thousands of individuals around the world who share a common

commitment to making our customers successful by driving the future of payments. As a Bi-Lingual Consumer Support Rep in Auburn, AL you can help make possibilities happen.


Provide timely, accurate resolution of complex customer service inquires complaints or problems that are received by phone, email or other sources regarding our high tech, interactive online banking products. Performs support to consumers paying bills using ACI's telephone or web-based applications. Offers add-on products and services to end-users as appropriate.


Standard work environment

Majority of time spent on PC (Phys. Req.)


  • Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security.
  • Answers customer inquiries in a friendly and professional manner and provides timely, accurate resolution to basic login credential online banking and bill payment inquiries with minimal supervision.
  • Makes outbound phone calls to end-users to ensure timely resolution of open issues or to provide premium outbound services by welcoming callers to the service.
  • Tracks customer inquiries using online tracking system.

    Uses tools and resources available to efficiently and accurately solve problems and answers questions as they relate to all products supported.
  • Identifies potential system or process-related issues and escalates appropriately.
  • Identifies add-on products and services available to end-users, and executes appropriate referral procedures. Offers opportunities to end users to purchase additional products and services, as appropriate.
  • Ability to meet established productivity metrics, depending on department goals.
  • Perform other duties as assigned.


    • Associate's degree or higher preferred.
    • Excellent customer service and verbal and written communications skills.

    • Ability to utilize Internet and MS Office products.

    • Banking industry experience preferred.

    • Experience using Remedy Force or similar trouble ticket tracking system desired.


      • High School diploma or equivalent required.
      • 2 years experience in a customer service role including experience responding to telephone inquiries
      • Flexibility to work overtime is required.
      • Must be detail-oriented and possess exceptional problem-solving and follow-up skills.

Keywords: ACI Worldwide, Auburn , Bi-lingual Consumer Support Rep, Other , Auburn, Alabama

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