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Posted: Thursday, February 1, 2018 9:05 PM

Client Service Coordinator (Omni)
+ Job ID #:JR29906
+ Functional Area:Professional Services
+ Position Type:Full-Time Regular
+ Relocation Provided:No
+ Travel Percentage:0.00
+ Primary Location:US-Alabama-Hoover 104 Inverness Center Place-4113
+ Secondary Location(s):Remote - Anywhere In USA
+ + Department:
+ Education Desired:Bachelors Degree or equivalent
+ Experience Desired:At least 3 years
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Position Responsibilities\\Requirements:
Job Summary
Manage 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 of the client loyalty process.
General Duties & Responsibilities
Develops strong working relationships with assigned clients and FIS resources.
Demonstrates financial management and revenue achievement of assigned territory through use of appropriate tools to track accounts receivable, calculate service level credits and billing.
Manages and communicates expectations internally and externally.
Manages the service component of the client relationship.
Conducts service value reviews.
Educates clients on various FIS processes and procedures assisting with awareness, navigation and self-help tools (note: this role is not responsible for opening requests or being the direct point of contact for support or project related items.
Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in client s queue and to discuss available service offerings.
Acts as an escalation point between client and request desk.
Reviews variance reports and invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied, works with assigned clients, managing director/relationship manager or billing team to resolve billing issues and at times functions as a collection agent.
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.
In the event of a contractual penalty, calculates and processes service level credits, informs billing team and notifies client on timing of credit receipt.
Provides oversight on commitment requests including setting up commitment in system, participating in project kickoffs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time.
Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director/relationship manager.
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.
Participates in client loyalty process by informing assigned clients of process, encouraging clients to respond to survey information in a timely manner, participating in follow-up discussions and developing action plans to address any negative comments.
Other related duties assigned as needed.
Educational Requirements
Bachelor s degree in business or related field or the equivalent combination of education, training, or work experience.
Expert professional role having broad expertise or unique knowledge. Uses professional concepts in developing resolution to critical issues and broad design matters. Works independently on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results. Expected to be primary mentor for others on staff and is a role model for rest of team. Effectively communicates with all levels of technical and non-technical personnel. Ability to provide communication on issues or complex information to a wide audience based on knowledge. Participates as a senior member in strategic planning and direction. Develops, documents and implements standards, guidelines, direction and education on process/procedures for staff. Assigned to the most highly visible, sensitive and critical clients. Typically requires a minimum of ten years banking or related financial industry experience. Customer service or client management experience a plus.
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.
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
For positions located in the US, the conditions below apply.
If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check)
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.
As part of the selection process this role may require an assessment to determine suitability
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.


• Location: Birmingham

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