General Duties and Responsibilities :
You will keep the customer informed on progress through to resolution via timely updates and use your personal relationship with the customer to prioritise and manage case workloads.
also attend and contribute to meetings with other internal stakeholders to support and improve the customer journey, including Ops Finance, Product, and Delivery.
You will ensure customers understand any business impacting changes and what it means to the customer.
You will assess root cause of issues, produce change requests, review and improve process, and feed back to other business areas ways in which processes can be improved.
CSMs, working with Team Managers and Relationship Management, will also
review customer feedback to event-driven Customer Satisfaction Surveys (CSAT) and work with customers to understand their pain points and priorities for improvement.
All the above duties and responsibilities are essential job functions
for which reasonable accommodation will be made. All job requirements
listed indicate the minimum level of knowledge, skills and / or ability
deemed necessary to perform the job proficiently. This position
description is not to be construed as an exhaustive statement of
duties, responsibilities or requirements. Colleagues may be required
to perform any other job-related instructions as requested by their
leader, subject to reasonable accommodation.
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.
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.