InP - Account Services Associate Senior

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

General Equivalency Diploma

GENERAL DUTIES & RESPONSIBILITIES

• 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.

EDUCATION REQUIREMENTS

High school diploma or GED

GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of banking principles, operations and processes
• Strong PC skills with basic knowledge of Microsoft Office applications
• Detail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external clients
• Excellent data entry skill
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
• Excellent verbal and written communication skills
• Effective analytical, problem-solving, team and time management skills
• Ability to work independently on problem tickets within the client problem ticket solution
• Ability to maintain confidentiality and carry out assignments that are sensitive in nature
• Ability to work both independently and in a team environment

FIS JOB LEVEL DESCRIPTION

Experienced support role. Works on assignments that are moderately difficult, requiring judgment in resolving issues or making recommendations. Normally follows established procedures on most assignments, receives little instruction on daily work, and requires general instructions for newly introduced assignments. Actively participates in weekly client conference calls. May mentor, guide, and transfer knowledge to other Account Services Specialists. Works under minimal supervision on complex projects. Wide latitude for independent judgment. May coach and/or mentor junior Account Services Specialists. Typically requires four or more years of experience in a customer-service or data-entry related position in a service industry. One or more years of banking experience is preferred.

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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.