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Job Description

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Job Description

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.

About the role

As a Billing-Contract Analyst I, you will support both the Billing organization and our external clients to ensure all contractually sold and implemented products and services are being properly invoiced. This a Client Services oriented role that focuses on communication with external clients and internal FIS teams. As part of this team, you will respond daily to a high volume of external client inquiries regarding invoices and any other Billing related issues.

What you will be doing

· Provide a high level of customer service excellence to our external FIS clients.

· Serve as main point of contact/liaison between the external client and FIS internal teams.

· Document, track, and maintain client inquiries in ServiceNow (SNOW)) ticketing system or via NICE InContact Phone System.

· Use effective analytical and listening skills to develop an understanding of client questions or issues raised in the inquiry.

· Ask probing questions to gather relevant information that will help to resolve a client’s inquiry.

· Utilize provided tools and resources to engage appropriate Billing teams and various internal product/services support teams to help resolve client inquiries and questions.

· Prioritizes and escalate unresolved requests to minimize client escalations.

· Gather, analyze, and interpret data in order to provide comprehensive and accurate responses to clients.

· Find patterns and trends as inquiries are being resolved and escalate to management and other internal teams in an effort to identify possible challenges or system issues.

· Complete in-depth contract and invoice line-item reviews as needed and when appropriate.

· Third party vendor portal support as needed.

What you bring

· Bachelor's degree or the equivalent combination of education, training, or work experience

· Excellent communication and customer interfacing skills.

· Communicates both verbally and in written form in a clear, concise and professional manner at all levels.

· Excellent problem solving and critical thinking skills.

· Process oriented with an eagerness to be a part of process improvement initiatives and bring new ideas to management.

· Flexibility, versatility, and dependability with the ability to multi-task and utilize time management skills.

· Excellent team player and results oriented professional.

· Shows enthusiasm when interacting with clients to deliver the best customer service possible.

· Self-motivated to learn FIS products and services and develop knowledge of the business and new technology to deliver customer excellence.

· Knowledge of problem resolution and escalation practices.

· Excellent working knowledge of Microsoft Office products. 

What we offer you 

· A multifaceted job with a high degree of responsibility and a strong commitment to Customer Service Excellence.

· Great work environment with dedicated and motivated colleagues.

· The chance to work on varied and challenging issues to help grow your technical skillset and product knowledge in a financial services & technology environment.

· Time to support charities and give back in your community.

· A broad range of professional education and personal development possibilities – FIS is your final career step!

· Time to support charities and give back in your community.

· A fantastic range of benefits designed to help support your lifestyle and wellbeing.

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.

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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