Client Service Manager for FIS Insurance

Published
September 12, 2020
Location
Jacksonville, FL
Category
Job Type

Description


Position Type :

Full time
Type Of Hire :

Experienced (relevant combo of work and education)
Education Desired :

Bachelor of Commerce/Business
Travel Percentage :

0%
Job Description
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.

About the team

FIS
'Prophetis an Insurance risk management solution, covering calculations for regulators and risk managers along with data and process management.

What you will be doing:
GENERAL DUTIES & RESPONSIBILITIES
u2022 Develops strong working relationships with assigned clients and FIS resources.
u2022 Demonstrates financial management and revenue achievement of assigned territory through use of appropriate tools to track accounts receivable, calculate service level credits and billing.
u2022 Manages and communicates expectations internally and externally.
u2022 Manages the service component of the client relationship.
u2022 Conducts service value reviews.
u2022 Educates clients on various FIS processes and procedures assisting with awareness, navigation and self-help tools (note: this role is not responsible for opening up requests or being the direct point of contact for support or project related items.
u2022 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.
u2022 Acts as an escalation point between client and request desk.
u2022 Reviews variance reports and invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied, works with assigned clients, managing director/relationship manager or billing team to resolve billing issues and at times functions as a collection agent.
u2022 Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) u201Cmissesu201D and contacts appropriate product area if u201Cmissesu201D fall within guidelines of a contractual penalty.
u2022 In the event of a contractual penalty, calculates and processes service level credits, informs billing team and notifies client on timing of credit receipt.
u2022 Provides oversight on commitment requests including setting up commitment in system, participating in project kickoffs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time.
u2022 Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director/relationship manager.
u2022 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.
u2022 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.
u2022 Other related duties assigned as needed.

What you bring:
EDUCATION REQUIREMENTS
Bachelor's degree in business or related field or the equivalent combination of education, training, or work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
u2022 Communicates ideas both verbally and in written form in a clear, concise, and professional manner
u2022 Requires good working knowledge of FIS systems as well as the industries in which FIS competes for business
u2022 Ability to understand and apply concepts
u2022 Ability to handle projects commensurate with job expectations
u2022 Ability to analyze and solve problems using learned techniques and tools
u2022 Requires human relations, negotiation and documentation skills
u2022 Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
u2022 Flexibility, versatility, dependability

Preferred Knowledge and Experience:

  • Familiarity on Public Cloud would be preferable (experienced hire)
  • Understanding and experience within Financial Services / Insurance industry would be advantageous
  • Involvement working directly with clients to build ongoing relationships necessary
  • Experience working for Managed service Providers (Experienced hire)
  • Proficiency in sales or customer facing roles (Inexperienced hire)
  • Good experience with Excel and the ability to provide detail reporting with commentary (Experienced)
  • Deep knowledge of ITIL methodology (Incident, Change, Request) - (Experienced hire)
  • Skilled with running ad-hoc projects

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 -FISis your final career step!
  • A competitive salary and benefits
  • A variety of career development tools, resources and opportunities


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.


EEOC Statement

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 here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. 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.


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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