At FIS, our technology and our people are always moving forward. While we advance the way the world pays, banks and invests, our teams also grow their own careers. We believe in building inclusive teams where everyone’s views count. Together, our collective diversity, skills and talents empower us to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to see how far we can grow together, we have one question: Are you FIS?
About the role:
As a Financial Services Account Associate – Senior, you will serve as a primary contact, liaison, and banking advocate to high value customers, providing account maintenance and transactions processing support, and resolving problems and handling issues. You will also market financial products and services appropriate to customers’ needs.
What you will be doing:
Provides excellent customer service while serving as a telephonic concierge and primary point of contact to the financial institution’s high-value customers.
Addresses inquiries and performs account maintenance on deposits and money market accounts.
Assists customers by initiating payment investigations, maintenance requests, fulfillment requests, and fee reversals.
Works with various internal and external clients and various departments to resolve outstanding issues, comply with customer requests, and respond to client inquiries.
Follows up as required to close service tickets and inquiries that were escalated or referred to a different business function.
Interfaces with clients to determine present and future needs and discusses progress toward solutions.
Ensures service expectations are met and establishes rapport with each caller to set positive expectations for account maintenance queries and other servicing needs.
Completes banking transactions and identifies opportunities to market bank products to best meet each caller’s personal needs.
Maintains a comprehensive knowledge of applicable products and services and keeps informed about new products and services and changes to existing products and services.
Successfully sells, markets, and shares information with new and existing customers to educate them about financial offerings.
Provides referrals to the managing director or relationship manager for new and additional services.
Participates in client loyalty process, providing information and encouraging clients to respond timely to surveys. Participates in follow-up discussions to develop action plans to address concerns.
May participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and services offerings.
Other related duties assigned as needed.
What you bring:
Strong verbal and written French and English communication
Knowledge of standards relevant to the financial services industry
Knowledge of financial services industry
Ability to productively handle inbound telephone calls and meet performance goals.
Ability to multi-task using various systems to address customer needs.
Ability to work both independently and in a team environment.
Strong relationship building, communication, and problem-solving skills.
Experience working with global/other teams.
Detail-oriented and high regard for deadlines and deliverables.
Problem Solving and customer resolution skills.
Strong skills in Microsoft Office applications.
Investment industry or financial services experience desired.
University Degree or equivalent experience.
Availability to work for late shift (Canadian time-zone): from Monday to Friday: 2.00 pm / 4.00 pm - 10.00 pm / 12 am CET.
By joining the team, you can count on:
Working in an international company, alongside international colleagues.
Convenient office location in Poznań [Nowy Rynek Complex, Building B Przemyslowa 3 Street], with the possibility to work partially remotely to suit your needs. If you live 50 km or more away from Poznan, we can offer the option of full remote work.
Comprehensive onboarding process.
A good work-life balance.
Contract of employment.
Competitive salary with including private health insurance for employees and their family, group life insurance, pension plan 5%.
Language courses.
On the job coaching and support.
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.
Financial Services Account Associate Senior with French and English (Canada market)