Associate III Client Contact

FIS - Fidelity Information Services; Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

Fidelity Information Services in the Philippines seeks an intermediate professional to provide advanced client support, including quotes and sales order processing, while serving as a primary contact for client inquiries and feedback.

You will mentor less experienced colleagues, assist in training on product updates, and contribute to process improvements to boost efficiency and service quality.

Responsibilities

• Provides advanced support for clients, including quotes and processing sales orders.
• Maintains positive relationships with clients as the primary point of contact for inquiries and feedback.
• Generates regular reports on client interactions and support metrics.
• Assists in training sessions to keep client service representatives informed about product updates.
• Proposes and implements improvements to enhance systems and processes.

Job description

Job Description

Provides advanced support for clients, offering post-sale assistance and delivering comprehensive pre-sales support, including providing quotes and processing sales orders. Performs routine support tasks independently, applying discretion and making decisions to effectively resolve operational issues and ensure the accomplishment of tasks. Analyzes non-routine problems and independently develops basic solutions for clients. Maintains positive relationships with clients, acting as a primary point of contact for inquiries, concerns, and feedback. Coordinates the creation and maintenance of client-facing documentation and support materials. Assists in administering training sessions to keep client service representatives informed about product updates, industry trends, and communication strategies. Generates regular reports on client interactions, communication effectiveness, and support metrics that inform future initiatives. Provides assistance, guidance, and training to less experienced colleagues to support the development of team members, fostering their growth and competence within the job area. Proposes and implements improvements to enhance systems and processes, bringing about improvements for increased efficiency and effectiveness.

Intermediate-level position encapsulating an individual contributor who manages projects that significantly influence departmental outcomes. The colleague is expected to guide and support less experienced peers while making targeted improvements to systems and processes. Role involves solving problems that require sound judgment, with oversight from management as needed. Communication spans both internally and externally within the department, focusing on the exchange of information relevant to the role’s responsibilities. Routine tasks are performed with limited supervision and the colleague provides training and assistance to others. The position typically requires a combination of advanced education and hands-on experience in the relevant job area.

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 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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