At a Glance
- Tasks: Lead client service operations and enhance customer experience in the financial services sector.
- Company: Join a leading financial services company with a strong commitment to innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on modernisation and automation.
- Why this job: Be a key player in transforming client services and making a real impact.
- Qualifications: Experience in customer service within financial services and strong analytical skills.
The predicted salary is between 63000 - 77000 £ per year.
This is a Subject Matter Expert (SME) position responsible for delivery of new clients for Account Servicing (Front and Back Office Customer Services) related operations, supporting existing client Operations in troubleshooting activity and supporting TMS modernisation projects including automation. This will involve working with clients and other delivery teams on solution design and delivery.
The Client Services team functions as an in-house Subject Matter Expert team covering all operational functions. The team has over 75 years of TSYS experience within it and is responsible for delivery of new clients, supporting existing clients and operations with troubleshooting activity and best practice as well as modernisation projects including technology and user applications implementations.
What The Candidate Will Be Doing:
- Be a knowledge expert and leader in the practical application of Customer Services in the Credit and/or Debit Card space whilst undertaking the following:
- Assess the quality of existing TMS operational services and identify opportunities to enhance the TMS service offering.
- Build plans to deliver enhancements and manage their delivery.
- Understand the impact of any client requirements or changes to support the change teams in assessing change requests.
- Support project delivery in terms of delivering agreed services set up requirements, to include; option selection support, defining business rules, process and procedure build, queue build, correspondence build/changes, defining operational MI requirements, supporting training and testing, acting as a work stream lead for interaction with client counterparts through project delivery and transition into BAU.
- Be familiar with operational and MI requirements to facilitate client discussions around best practice and recommendations, understand MI reporting and impact to operations.
- Communicate effectively and appropriately with both internal & external customers at all business levels.
- Identify automation opportunities to support TMS modernisation.
- Logically identify gaps in available systems, identify the risks associated with these gaps and have the ability to work with TSYS and third party vendors in modernising process and system capability.
What the candidate brings (Including any qualifications or minimum experience):
- Analytical mindset and problem-solving skills.
- Financial awareness – an understanding of the key elements of delivering a profitable service.
- Excellent attention to detail.
- Commitment and flexibility – the role can be based in the TMS Milton Keynes however based on business requirements and project support – be willing to travel to other centres to support project workload.
- Minimum 12 months experience working within a customer service operation within the Financial Services environment.
- Ability to demonstrate solid TS2 consumer knowledge.
- Strong written and oral presentation skills.
- Proven experience working in client facing roles.
- Experience in identifying risks and supporting solutions to mitigate those risks.
- Experience of designing and writing Processes and Procedures for operations.
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.
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.
Client Service Analyst I in Milton Keynes employer: FIS
FIS is an exceptional employer that prioritises client success and employee growth, offering a dynamic work culture in the vibrant region of York and North Yorkshire. With competitive salaries, comprehensive benefits, and a commitment to professional development, FIS fosters long-term relationships not only with clients but also within its team, making it a rewarding place for those looking to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Client Service Analyst I in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FIS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FIS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Service Analyst I in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FIS:Your cover letter is your chance to shine! Tell us why you want to work at FIS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FIS!
How to prepare for a job interview at FIS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
