Associate I, Client Contact

fis; Dadri; Presencial; INR 350.000 - 550.000; Jornada completa

Descripción de la vacante

FIS is seeking a proactive, customer-focused professional to provide pre-sales and post-sale support to clients. You will follow standardized procedures and assist in gathering and analyzing client data to identify trends, contributing to continuous improvement.

You will respond to client emails, calls, and messages, escalate routine issues when needed, and collaborate with internal teams to ensure a positive client experience.

Formación

• Review multiple processes and create/maintain SOP documents.
• Raise process-related issues on time and coordinate resolutions with relevant teams.
• Consistently meet or exceed targets for SLA, TAT, productivity, and quality.
• Communicate with internal/external customers via phone or email for assignments.
• Review, research and provide feedback on discrepancies for assigned processes.

Responsabilidades

• Provides support for clients, offering routine post-sale assistance and delivering comprehensive pre-sales support.
• Performs daily tasks following standardized procedures and specific instructions to ensure efficient completion of routine tasks, contributing to the achievement of day-to-day objectives within the job area.
• Responds to client emails, phone calls, and messages, ensuring consistency and a high standard of customer service.
• Resolves issues promptly by following well-defined paths for resolution efforts and identifies solutions using available resources and standard processes.
• Interacts with internal teams to elevate and resolve routine issues to ensure a positive client experience. Conveys information effectively with contacts within the immediate job area that requires little explanation or interpretation, ensuring smooth coordination within the team.
• Provides necessary assistance in a clear and understandable manner to support clients and internal stakeholders and ensure prompt resolution of client queries or issues.
• Assists in gathering and analyzing client data to identify trends and areas for improvement.

Conocimientos

Customer service

Communication

Team collaboration

Process improvement

Documentation

Descripción del empleo

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

Job Description Summary

Delivers support to clients, providing both pre-sales and post-sale assistance. Executes tasks following standardized procedures and specific instructions, contributing to achieving day-to-day objectives within job area. Handles client inquiries via various channels, promptly resolving issues using available resources and established processes. Escalates and addresses routine issues to guarantee a positive client experience. Assists in gathering and analyzing client data to identify trends, contributing to continuous improvement initiatives.

What you will be doing:

• Provides support for clients, offering routine post-sale assistance and delivering comprehensive pre-sales support.
• Performs daily tasks following standardized procedures and specific instructions to ensure efficient completion of routine tasks, contributing to the achievement of day-to-day objectives within the job area.
• Responds to client emails, phone calls, and messages, ensuring consistency and a high standard of customer service.
• Resolves issues promptly by following well-defined paths for resolution efforts and identifies solutions using available resources and standard processes.
• Interacts with internal teams to elevate and resolve routine issues to ensure a positive client experience. Conveys information effectively with contacts within the immediate job area that requires little explanation or interpretation, ensuring smooth coordination within the team.
• Provides necessary assistance in a clear and understandable manner to support clients and internal stakeholders and ensure prompt resolution of client queries or issues.
• Assists in gathering and analyzing client data to identify trends and areas for improvement.
• Follows established work routines and standards, utilizing basic system knowledge to fulfill job responsibilities and complete assigned tasks successfully.

What you bring:

• Working closely with the team to identify process needs and opportunities for improving controls in processes.
• Candidate will be responsible for review of multiple processes and will also be responsible for creating and maintaining process level documents like SOP.
• Candidate will be responsible to raise any process related issues on time and work with relevant team to get it resolved.
• Consistently meet or exceed target goals for SLA parameters of TAT, productivity, quality, etc.
• Communicate and follow-up with internal/ external customers via phone or email for specific assignments.
• Review, research and provide feedback on discrepancies for assigned processes.

What we offer you:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities.
• A broad range of professional education and personal development possibilities - FIS is your final career step.
• A competitive salary and benefits.
• A variety of career development tools, resources and opportunities.

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 Online Privacy Notice.

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.