FIS
Client Service Analyst I
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Role Overview
Compiles and assesses client inquiries to provide frontline support, ensuring prompt issue resolution and fostering a positive client experience with oversight from manager. Completes simple tasks to facilitate client training sessions, ensuring clients are informed about product updates and functionalities. Builds relationships and trust with clients, aiming to become a trusted advisor through effective communication and understanding of their core business and products. Contributes to gathering client feedback, providing insights to make minor changes to enhance client satisfaction and product effectiveness. Carries out tasks that facilitate the coordination of internal client needs, coordinating with sales, marketing, and technical teams to contribute to a unified approach to client success. Applies functional knowledge of solutions and products in client interactions, educating clients about the most relevant features and functionality for their specific business needs. Compiles internal feedback on basic product enhancements, contributing to the improvement of solutions for better client service. Assists throughout the onboarding of new clients, ensuring effective transitions to create a positive initial experience. Drafts straightforward client success reports, summarizing key interactions and issues to contribute to the understanding of client satisfaction and retention efforts.
Job Responsibilities
- Client Support: Compiles and assesses client inquiries to provide frontline support, ensuring prompt issue resolution and fostering a positive client experience.
- Training Facilitation: Completes simple tasks to facilitate client training sessions, ensuring clients are informed about product updates and functionalities.
- Relationship Building: Builds relationships and trust with clients, aiming to become a trusted advisor through effective communication and understanding of their core business and products.
- Feedback Contribution: Contributes to gathering client feedback, providing insights to make minor changes to enhance client satisfaction and product effectiveness.
- Coordination: Carries out tasks that facilitate the coordination of internal client needs, coordinating with sales, marketing, and technical teams to contribute to a unified approach to client success.
- Educating Clients: Applies functional knowledge of solutions and products in client interactions, educating clients about the most relevant features and functionality for their specific business needs.
- Internal Feedback: Compiles internal feedback on basic product enhancements, contributing to the improvement of solutions for better client service.
- Onboarding Assistance: Assists throughout the onboarding of new clients, ensuring effective transitions to create a positive initial experience.
- Reporting: Drafts straightforward client success reports, summarizing key interactions and issues to contribute to the understanding of client satisfaction and retention efforts.
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- Operational Support: Responsible for making minor adjustments to systems to resolve issues and ensure task completion.
- Problem Resolution: Addresses problems that are not immediately obvious but can be resolved by applying established procedures and guidelines.
- Communication: Primarily internal communication, involving exchanging information, requiring explanation or interpretation.
- Supervision: Role is performed independently under close supervision and may include offering routine guidance to others.
Requirements
- Education: A bachelor’s degree or an equivalent technical or vocational education in a related field is generally required.
Additional Information
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.
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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