Job Description

Main Responsibilities:

• Performs tasks to ensure compliance with work group and client-specific procedures to further guarantee adherence to service level agreements.
• Performs customer and account maintenance per reports, client workflow solution, postal mail or by direct instruction from immediate supervisor.
• Directs all work requests from sources outside the department to immediate supervisor for consideration and approval.
• Answers incoming telephone calls and direct calls to appropriate resource for resolution. Escalates unresolved issues according to the work group's escalation guidelines.
• Works with appropriate system and vendor reports to ensure timely and accurate processing of all regulatory and non-regulatory issues.
• Assists in tracking, compiling and completing reports as assigned.
• Makes recommendations to the department supervisor on any matter affecting productivity, efficiency, service or problem resolution.
• May mentor and guide junior Account Services Specialists and/or proactively assist in production issues and questions.
• Maintains up-to-date procedure manuals and writes drafts for changes to procedures.
• May research and resolve internal and external customer-submitted and client-submitted account questions or problems outside normal daily procedures.
• Other related duties assigned as needed.

Required Knowledge, Skills, and Abilities

Knowledge of banking principles, operations and processes Strong PC skills with basic knowledge of Microsoft Office applications Detail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external clients Excellent data entry skill Excellent customer service skills that build high levels of customer satisfaction for internal and external clients Excellent verbal and written communication skills Effective analytical, problem-solving, team and time management skills Ability to work independently on problem tickets within the client problem ticket solution Ability to maintain confidentiality and carry out assignments that are sensitive in nature Ability to work both independently and in a team environment