Client Service Manager
FIS
Warsaw, Warsaw,PL
4 d. temu

Position Responsibilities Requirements :

CSM will manage the relationship role as follows :

  • Ensure optimal service from within all FIS resources, timely, quality responses, and resolutions to requests and incidents.
  • Develop strong working relationships with client, to provide a liaison and escalation point for service related issues
  • Proactively engage with assigned clients to review service satisfaction, pressure points and constructive feedback for improved client satisfaction and experience.
  • Proactively monitor aging requests and incidents to ensure timely response and resolution.
  • Respond to and solve complaints and problems related to service.
  • Maintain regular, proactive contact with client and coordinate service request reviews.
  • Navigate FIS across CLBT products and groups on behalf of the client to deliver a more cohesive and consistent experience.
  • Coordinate with other CSMs as necessary on behalf of the client.

  • Participate actively in the collection effort toward reducing aging receivables. This should be done primarily by proactively removing obstacles (service disruptions, poor experiences, delayed resolutions) that might prevent a client’s willingness to pay.
  • Investigate, research, and resolve issues or concerns pertaining to client accounts. Address and respond to client inquiries.

  • Accept and achieve retention-related targets, such as monetary amounts and / or client types.
  • Connect clients to useful resources, such as Service Desk tools, portal tools, training courses and materials, user groups, research studies, key experts, etc.
  • The successful CSM will manage business critical issues and escalations as follows :

  • Understand the end-to-end service experience; will not limit thinking and scope to only product support. The barrier phrase, not my job or area will not be thought or spoken when required to orchestrate a solution for the client.
  • Mobilize resources and resolutions without the direct authority to do so. The ability to influence and represent priority for the client is key.
  • Listen carefully to the client’s problem, to clearly understand the impact and consequence to the business and critical time constraints.
  • Communicate and articulate client needs to FIS resources.

  • Oversee the integration and collaboration of all service delivery units and the wider virtual service team, ensuring internal attention is focused on specific client service and support issues.
  • Coordinate engagement of the appropriate teams, impact meetings and ensure management is aware of the issues(s). It is the respective business units’ responsibility to own and resolve the issue(s).
  • Manage non-standard communication to the client. If a client requires alternate communications outside of the normal support or bulletin communications, the CSM will work with the client to establish these expectations
  • With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions.

    We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries.

    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 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

    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 and

    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.

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