Financial Services Account Associate II

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 valued member of our team, the Financial Services Account Associate II - Client Representative supports the company in delivering a positive customer experience in a metric driven environment. You are responsible for protecting the best interest of our clients by assisting with the complex calls and issues and providing guidance to colleagues.

About the Team:

Our Customer Service Team is part of the Capital Markets group and currently supports the Franklin Templeton Investments customer base. Our team includes 100+ associates who work virtually in multiple locations and are well trained with a desire to provide superior financially driven customer service. We value and expect thoughtfulness and high performance from everyone at FIS and look forward to you joining our family! At FIS we believe our colleagues are as important as our clients and consumers for whom we provide world-class service and support.

What will you be doing?

• Provides excellent customer service while serving as a telephonic concierge and primary point of contact to the financial institution’s high-value customers.
• Addresses inquiries and performs account maintenance on deposits and money market accounts.
• Assists customers by initiating payment investigations, maintenance requests, fulfillment requests, and fee reversals.
• Works with various internal and external clients and various departments to resolve outstanding issues, comply with customer requests, and respond to client inquiries.
• Follows up as required to close service tickets and inquiries that were escalated or referred to a different business function.
• Interfaces with clients to determine present and future needs and discuss progress toward solutions.
• Ensures service expectations are met and establishes rapport with each caller to set positive expectations for account maintenance queries and other servicing needs.
• Other related duties assigned as needed.

What you will need:

• Strong coaching skills.
• Strong technical skills to multitask, troubleshoot, and navigate various systems.
• Flexibility to work overtime when volumes dictate.
• High-speed internet with ethernet access that meets our criteria of 50 MBPS download and 6 MBPS upload.
• Understanding of FIS policies and procedures and workflows.
• Ability to productively handle inbound telephone calls and meet performance goals.
• Ability to work independently and in a team environment.

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

• 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

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $18.57 - $30.26 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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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