Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

General Equivalency Diploma

Travel Percentage :

0%

Job Description

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. 

About the Team:
 This will be a part of Retirement team
 

 What you will be doing:
 Manages and escalates problem tickets in the problem ticket system. Leads conference calls with clients, formulating meeting agenda and following up on issues or questions arising from the meeting. Identifies and recommends changes to procedures. Completes service level reporting. May assist in scheduling, delegating duties to team members, including time tracking administration. Works on assignments that are moderately difficult, requiring judgment in resolving issues or making recommendations. Requires advanced problem solving. Coaches and shares information with Account Services Specialists with less experience and/or expertise. Works under general supervision with latitude for independent judgment. Typically requires four or more years of experience in a call center or customer service-related position in a service industry with at least one year in a senior level position. One or more years of financial services experience is preferable. Performs tasks to ensure compliance with work group and client-specific procedures to further guarantee adherence to service level agreements.Performs customer and account maintenance per reports, client workflow solution, postal mail or by direct instruction from immediate supervisor.Directs all work requests from sources outside the department to immediate supervisor for consideration and approval.Answers incoming telephone calls and direct calls to appropriate resource for resolution. Escalates unresolved issues according to the work group’s escalation guidelines.Works with appropriate system and vendor reports to ensure timely and accurate processing of all regulatory and non-regulatory issues.Assists in tracking, compiling and completing reports as assigned.Makes recommendations to the department supervisor on any matter affecting productivity, efficiency, service or problem resolution.May mentor and guide junior Account Services Specialists and/or proactively assist in production issues and questions.Maintains up-to-date procedure manuals and writes drafts for changes to procedures.May research and resolve internal and external customer-submitted and client-submitted account questions or problems outside normal daily procedures.Other related duties assigned as needed. 

What you bring: 
 

Knowledge of banking principles, operations and processesStrong PC skills with basic knowledge of Microsoft Office applicationsDetail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external clientsExcellent data entry skillExcellent customer service skills that build high levels of customer satisfaction for internal and external clientsExcellent verbal and written communication skillsEffective analytical, problem-solving, team and time management skillsAbility to work independently on problem tickets within the client problem ticket solutionAbility to maintain confidentiality and carry out assignments that are sensitive in natureAbility to work both independently and in a team environment
 

What we offer you:
 

A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities.A broad range of professional education and personal development possibilities – FIS is your final career step. A competitive salary and benefits a variety of career development tools, resources and opportunities.With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions.

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.

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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