Job Description

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Travel Percentage :

Job Description

GENERAL DUTIES & RESPONSIBILITIES

Responsible for client satisfaction, maintaining client communication, overall management of the relationship and client retention activities.
Answers customer inquiries, primarily over the telephone, e-mail or facsimile.
Develops strong working relationships with assigned clients and FIS resources.
Serves as primary point of contact for external clients and various departments/divisions to resolve outstanding issues, comply with customer requests and respond to client inquiries
Provides support in research and resolution of problems and inquiries.
Coordinates with clients, relationship managers and other appropriate areas to ensure clients are properly serviced, paperwork is properly executed and all operational arrangements are in place to service assigned accounts.
Keeps abreast of new products/services and changes to existing products/services.
Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director/relationship manager.
Participates in client loyalty process by informing assigned clients of process, encouraging clients to respond to survey information in a timely manner, participating in follow-up discussions and developing action plans to address any negative comments.
Responsible for tracking and coordinating the resolution of customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
Responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.
Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities.
Educates clients on various FIS processes and procedures assisting with awareness, navigation and self-help
Other related duties assigned as needed.

EDUCATION REQUIREMENTS
Bachelor’s degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES

Communicates ideas both verbally and in written form in a clear, concise, and professional manner
Requires good working knowledge of FIS systems as well as the industries in which FIS competes for business
Ability to understand and apply concepts
Ability to handle projects commensurate with job expectations
Ability to analyze and solve problems using learned techniques and tools
Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
Flexibility, versatility, dependability
Prior banking or finance related experiences a plus; personal banking experience preferred
Knowledge of FIS products and Services
Organizational and time management skills required
Strong problem solving skills
Broad knowledge of FIS products and related services; in-depth knowledge of products and services for which team(s) provide support
Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
Is resourceful and proactive in gathering information and sharing ideas
Ability to work both independently and in a team environment
Some flexibility of hours is required

FIS JOB LEVEL DESCRIPTION
Senior level support role. Basic skills with moderate level of proficiency. Has broad understanding in one or more FIS Products. Follows scripts or uses documentation to solve problems. Works under moderate supervision with limited latitude for independent judgment. Consults with senior peers on complex projects to learn through experience. Researches technical issues and documents resolution. May have own client base or work on a team. Typically requires up to three years of experience.

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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