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About the role:.
Act as the primary liaison for the service side of the client relationship including responsibility for relationship management and accounting/investment related service delivery for one or more assigned clients strategic to the Enterprise. As an Account Manager, you will be responsible for ensuring excellent and consistent rapport with FIS clients. You will act as the primary liaison for the service side of the client relationship, including ongoing relationship management, escalations, project oversight and service delivery.
About the team:
The Investments BPaaS team provides accounting and reconciliation services for Insurance companies, in accordance to the rules and regulations laid out by the NAIC (U.S. regulatory body for Insurance). The services include transaction posting and portfolio maintenance, Cash and Asset Reconciliation and report generation based on NAIC regulations or specific client requirements.
What you will be doing:
• Ensure a positive and consistent relationship for one or more assigned clients
• Serve as primary point of contact to support problem resolution and ensure client retention
• Develop strong working relationships with assigned clients and FIS resources
• Coordinate with clients, relationship managers and other appropriate areas to ensure clients are properly serviced, paperwork is properly executed, and all operational arrangements are in place to service assigned accounts
• As primary liaison, is responsible for escalation, effective oversight of client projects and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process.
• Responsible for client satisfaction, maintaining client communication, overall management of the relationship and client retention activities.
• Answers customer inquiries, primarily over the telephone, e-mail, Teams.
• Develops strong working relationships with assigned clients and FIS resources.
• Serves as primary point of contact for external clients and various departments/divisions to resolve outstanding issues, comply with customer requests and respond to client inquiries
• Provides support in research and resolution of problems and inquiries.
• Interfaces with clients to determine present and future needs and discusses progress toward solutions.
• Coordinates with clients, relationship managers and other appropriate areas to ensure clients are properly serviced, paperwork is properly executed and all operational arrangements are in place to service assigned accounts.
• May prepare monthly and quarterly departmental reports.
• Review client's investment portfolio and accounting records.
• Provide client with accounting and compliance reports periodically.
• Keeps abreast of new products/services and changes to existing products/services.
• Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
• 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.
• Responsible for tracking and coordinating the resolution of customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.
• Recreates client issues in test environment
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities.
• Manages and communicates expectations internally and externally.
• Manages the service component of the client relationship.
• Educates clients on various FIS processes and procedures assisting with awareness, navigation and self-help
• Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in clients queue and to discuss available service offerings.
• Reviews invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied, works with assigned clients, manages director/relationship manager or billing team to resolve billing
• Provides oversight on commitment requests including setting up commitment in system, participating in project kick-offs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time.
• Will need to work from the FIS office.
What you will need:
• Bachelor’s/Master’s degree in business with a concentration in accounting, finance or related discipline or the equivalent combination of education, training, or work experience (6+ years).
• Communicates ideas both verbally and in written form in a clear, concise, and professional manner
• Ability to understand and apply concepts
• Ability to handle projects commensurate with job expectations
• Ability to analyze and solve problems using learned techniques and tools
• Understanding of Accounting concepts (GAAP, etc)
• Knowledge of investments and the accounting of those investments
• Worked with Corporate Actions and Stocks/Bonds and other security instruments
• Skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Flexibility, versatility, dependability
• Prior banking or finance related experiences a plus; personal banking experience preferred
• Organizational and time management skills required
• Strong problem solving skills
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
• Is resourceful and proactive in gathering information and sharing ideas
• Ability to work both independently and in a team environment
• Some flexibility of hours is required
Added bonus if you have:
What we offer you:
At FIS, you can learn, grow and make an impact in your career.
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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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