Associate II, Client Contact

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

Organizes client financial data and aides in financial communications. Maintains regular communication channels with clients to gain insight into their financial goals and assists in crafting personalized financial plans to enhance their financial well-being. Handles client inquiries, troubleshoots issues, and ensures smooth client experience. Collaborate with management to ensure timely communication of summarization reports to clients and assists in arranging follow-up meetings or calls for further discussions regarding financial plans.

What you will be doing

• Receive phone-in payroll information from assigned customers. Although the majority of the customers will phone-in their payroll, some assigned customers will be utilizing our web based product.
• Provide ongoing support with the use of diagnostic skills together with internal tools to identify root causes for customer issues, develop solutions and recommend appropriate action to prevent recurrence. Coordinate open incidents and follows up to ensure all customer issues are resolved promptly in an effort to provide World Class Service.
• Follows up to ensure all customer issues are resolved promptly in an effort to provide World Class Service.
• Uses customer focused telephone skills to build customer confidence in Ceridian services and their own ability to use Ceridian products and services. These skills include proper telephone etiquette, strong listening and professional communication skills.
• The PIAM continually upgrades professional skills to ensure proficiency in Ceridian’s current product offering and awareness of payroll/human resources industry developments/trends.

What you bring:

• Bachelor’s degree or equivalent experience.
• Strong technical aptitude combined with strong communications and customer service skills are required.
• PC experience and demonstrated ability in problem solving and management of multiple projects.
• Minimum 1-2 years’ experience supporting HR/Payroll products preferred. Prefer FPC or CPP certification or desire to obtain certification within 12 months.
• 1+ years’ service or call center experience.
• Experience in one or more of the following:

1.       payroll

2.       human resources (HRIS)

3.       benefits

4.       one or more years of phone support for proprietary software application(s)

5.       customer service

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.

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