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Customer Care Associate

FIS - Jacksonville, FL

Job ID: JR28524 Position Description: FIS™ is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional banking, payments, asset and wealth management, risk and compliance, trade enablement, transaction processing and record-keeping. FIS' more than 53,000 worldwide employees are passionate about moving our clients' business forward. Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor's 500® Index.The Customer Care Associate's (CCA) role is to proactively engage with a set of customers to ensure they get optimal service; timely and quality response; proper resolutions to requests and incidents. The person in this role will need to be flexible to assist, where possible, the wider Service Delivery team with time-intensive tasks, such as maintaining emergency contact lists and preparing contacts for broadcast messages.Responsibilities/Duties
Serve as primary point of contact for portfolio of assigned clients. The portfolio may be constructed along lines of product, industry type, business complexity, TCV, client demand for service or some combination of these. The client count may be 10 - 12 depending on the portfolio make-up. Having a PPOC does not remove the customer's responsibility for reporting incidents in the preferred manner, e.g. Service Desk.
Oversee the integration of all service delivery units and improve collaboration within the whole \virtual\ service team, including other service partners and suppliers, to ensure a seamless end-to-end delivery of service for our clients.
Proactively review open requests and incidents and report against performance metrics.
Coordinate resources, capabilities and capacity to ensure timely responsiveness and resolution to all reported requests and incidents.
Proactively engage with a set of assigned customers to check on service satisfaction, unspoken needs and performance reporting as the client desires. Concerning the latter, the CCA will have to carefully manage service delivery to ensure ability to meet promises. For example, if the portfolio count is 12, then it is likely that 1-2 of those will require proactive engagement, e.g. \full treatment\, 6 of those will get a standard level of service (monthly standard reporting) and 4 of those will get quarterly reporting and semi-annual calls. This is just an example of how to reasonably manage a portfolio of clients under the recognition that some will be more demanding than others.
Become knowledgeable of contract terms, especially exception clauses and non-standard terms for each client.
Focus on retention, improving reference level, and increase revenue opportunities (identify and communicate leads for upsell and cross-sell) .
Track KPIs for assigned customers, such as Customer retention, CSAT scores, reference-ability, and incremental revenue
Bachelors degree or th equivalent combination of education, training or work experience.
Prior experience in a customer service and/or client relations role, ideally in the financial industry.
General Knowledge, Skills & Abilities
Communicates ideas both verbally and in written form in a clear, concise and professional manner
Requires working knowledge of FIS products/services as well as general banking operations and procedures
Ability to understand and apply concepts
Ability to handle projects commensurate with job expectations
Requires excellent presentation, writing, organizational, analytical and problem solving skills
Requires human relations, negotiation and documentation skills
Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
Flexibility, versatility, dependability
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Job Requirements
Bachelors degree or th equivalent combination of education, training or work experience.Prior experience in a customer service and/or client relations role, ideally in the financial industry.

6 days 9 hours ago



Customer Care Associate FIS - Jacksonville, FL, United States


Location: Jacksonville, FL

Company Profile:
FIS™ is the world’s largest global provider dedicated to banking and payments technologies. With a long history deeply rooted in the financial services sector, FIS serves more than 14,000 institutions in over 110 countries. Headquartered in Jacksonville, Fla., FIS employs more than 37,000 people worldwide and holds leadership positions in payment processing and banking solutions, providing software, services and outsourcing of the technology that drives financial institutions.