Job Description

GENERAL DUTIES & RESPONSIBILITIES
u2022 As primary liaison, is responsible for escalation, effective oversight of client projects and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process.
u2022 Responsible for client satisfaction, maintaining client communication, overall management of the relationship and client retention activities.
u2022 Answers customer inquiries, primarily over the telephone, e-mail or facsimile.
u2022 Develops strong working relationships with assigned clients and FIS resources.
u2022 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
u2022 Provides support in research and resolution of problems and inquiries.
u2022 Interfaces with clients to determine present and future needs and discusses progress toward solutions.
u2022 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.
u2022 May prepare monthly and quarterly departmental reports.
u2022 Keeps abreast of new products/services and changes to existing products/services.
u2022 Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
u2022 Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director/relationship manager.
u2022 May participate in business reviews to learn about clientsu2019 strategic direction as well as gain a good understanding of the products and/or services FIS is offering.
u2022 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.
u2022 Responsible for tracking and coordinating the resolution of customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
u2022 Responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.
u2022 Recreates client issues in test environment
u2022 Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities.
u2022 Manages and communicates expectations internally and externally.
u2022 Manages the service component of the client relationship.
u2022 Educates clients on various FIS processes and procedures assisting with awareness, navigation and self-help
u2022 Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in clients queue and to discuss available service offerings.
u2022 Reviews invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied, works with assigned clients, manages director/relationship manager or billing team to resolve billing
u2022 Provides oversight on commitment requests including setting up commitment in system, participating in project kickoffs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time.
u2022 May work at an FIS or a client location.
u2022 Other related duties assigned as needed.

EDUCATION REQUIREMENTS
Bacheloru2019s degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES
u2022 Communicates ideas both verbally and in written form in a clear, concise, and professional manner
u2022 Requires good working knowledge of FIS systems as well as the industries in which FIS competes for business
u2022 Ability to understand and apply concepts
u2022 Ability to handle projects commensurate with job expectations
u2022 Ability to analyze and solve problems using learned techniques and tools
u2022 Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
u2022 Flexibility, versatility, dependability
u2022 Prior banking or finance related experiences a plus; personal banking experience preferred
u2022 Knowledge of FIS products and Services
u2022 Organizational and time management skills required
u2022 Strong problem solving skills
u2022 Broad knowledge of FIS products and related services; in-depth knowledge of products and services for which team(s) provide support
u2022 Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
u2022 Is resourceful and proactive in gathering information and sharing ideas
u2022 Ability to work both independently and in a team environment
u2022 Some flexibility of hours is required

FIS JOB LEVEL DESCRIPTION
Developing professional role requiring high skill with extensive proficiency. Handles complex calls and possesses in-depth knowledge of several FIS products. Works independently with only administrative supervision and the ability to overcome major obstacles and recognize early when issues should be escalated, or a senior peer needs to be consulted. Wide latitude for independent judgment and is expected to provide guidance and cross-training to others. Effectively communicates with most levels of technical and non-technical personnel. Ability to negotiate complex processes and issues with others. Contributes to the development, documentation and implementation of standards or guidelines. Works on one or more projects as a team member or occasionally as a project lead. Participates in Product Release activities including User Acceptance Testing and execution of test cases. Customer service or client management experience u2013 a plus. Some travel will be required.

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