Job Description
Primary liaison for service side of the client relationship, building of relationships with client contacts and coordination of the client loyalty process. Individual contributor role. Experienced professional with experience in a client support role and some domain knowledge. Able to act independently to manage client issues, client engagement, client communication and issue triage. Coordinate and work with other functional and technical teams to resolve issues for clients.
Accountability of Role
Provide front line support to clients to manage the post production business as usual status for Kiodex applications and help triage client issues. Participate in coordination with other internal teams to ensure that client environments are stable and performing at acceptable levels. Serve as a point of escalation for troubleshooting and resolution of client issues.
Qualifications

• Good communication skills
• Educational background in Finance, Economics, Math or Physics.
• Understanding of financial markets, knowledge and exposure of commodities/derivative instruments is a plus.
• Strong quantitative background, and analytical abilities
• Proficient with MS Excel, MS Word and MS PowerPoint
• Experience working with risk management firms is a plus.
• Can work well with remote teams.
• Familiarity with SQL server or programming tools would be a plus.

Responsibilities

• Provide in-depth product support to FIS clients by resolving incoming inquiries.
• Respond to customer product inquiries via telephone, email or client support ticketing portal.
• Recreate client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
• Handle client escalations and ensure client satisfaction by proactively communicating with multiple resource levels, including high-level management
• Document customer information and recurring issues to support product quality programs and product development.
• Provide risk management and P&L analysis to clients.
• Other related duties assigned as needed.
• Deliver Ad hoc reports to team members, management, and clients.
• May select, develop, and evaluate personnel to ensure the efficient operation of the function.

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Privacy Statement
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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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