Client Relations Manager I

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Job Description

We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients, and communities. If you're ready to start learning, growing, and making an impact with a career in fintech, we'd like to know: Are you FIS?

About the Role:

As a part of our existing Contact Center, our team aims to provide high quality customer service. You will be working alongside experienced colleagues in established locations. Join our growing leadership team and help us deliver world class service to our U.S. shareholders.

About the Team:

Our Investor Services department offers financial services to prominent companies from the U.S. capital market sector. As part of it, the Customer Service team provides world class service to our shareholders and financial professionals, with a focus on demonstrating core values in each of our interactions: phone, correspondence, and digital services. The team provides information and support to the company's existing customers on their chosen investment products.

What you will be doing?

• Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the Enterprise to the client and the client to the Enterprise.
• Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and retention activities.
• Acts as the primary liaison for the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process.
• Works to maintain and grow the client relationship while ensuring ongoing customer service.
  Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new FIS products or services.
• Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.
• Keeps abreast of new products/services and changes to existing products/services.
• Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
• May participate in business reviews to learn about clients' strategic direction as well as gain a good understanding of the products and/or services FIS is offering.
• Manages personnel who assist in the management of the client relationship. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement.
• Participates in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments.
• Manages and communicates expectations internally and externally.
• Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) "misses" and contacts appropriate product area if "misses" fall within guidelines of a contractual penalty.
• May monitor call queues, call volume, and other metrics. Analyzes results and analyzes trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
• Ensures representatives are properly trained when new products are released or products are upgraded
  Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• May work at an FIS or a client location.
• Travel required.
• Other related duties assigned as needed.
  

What you will need:

• Bachelor's degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience
• Communicates ideas both verbally and in written form in a clear, concise and professional manner
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Proven knowledge to represent the enterprise's entire range of products to the client and of the industry
• Proven track record in client relationship management and/or the sales of technology products and services
• Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge
  

At FIS, we are as committed to growing our employees' careers as our own business. We offer:

• 100% virtual training 9:00am - 5:30pm ET (Monday through Friday) for 5 to 6 weeks. You will be expected to be on camera during training
• Attractive benefits including medical, dental, and vision coverage
• Inclusive and diverse team atmosphere
• Professional and personal development
• Resources to contribute to your community
• Competitive salary and benefits

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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