Fidelity National Information Services, Inc.

Account Services Associate Specialist

Job Location:  Pune
Job Description:  SkillSet: customer service, sales, printing, credit cards, delivery.

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.
High school diploma or GED
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
Senior Support Role. Highly-skilled with extensive proficiency. Plays a lead role in customer escalations. Questions and issues often deviate from standard scripts and procedures. Handles situations which require adaptation of response or extensive research. 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.

Functional Area:  Sales / BD
Experience:  1 - 3 years
Qualification:  ("Other in Diploma")
Salary:  3.0 Lakh to 5 Lakh INR
Fidelity National Information Services, Inc.
Job Ad publication date: 25 Feb 2021