TITLE: Client Success Associate 

LOCATION: Onsite, Tallahassee Office

REPORTS TO: Director of Client Success

KEY RELATIONSHIPS AND TEAM: The Client Success Associate will work collaboratively and directly with the Director of Client Success, Credentialing Team, Technology Team, and fellow Client Success Team members.

THE OPPORTUNITY: The Client Success Associateposition will be technology focused assisting in the creation of user accounts, spreadsheets, and data uploads, providing online portal support to our customers in addition to answering phone calls, responding to emails, and assisting the credentialing review team as assigned. This position will be based out of our Tallahassee, FL office. 

• Build and cultivate relationships with our customer base.
• Ensure all users are activated, trained, and understand how to access/utilize company specific platforms through positive communication such as phone support, email, and live demos. 
• Create value and ensure support is provided to customers and FIS staff, focusing on response time, providing assistance, training, product knowledge and ensuring all aspects of the customer experience are positive.
• Create and provide approved coupon codes to Product companies ensuring they are accurate and utilized correctly.
• Ensure the company specific platforms are functioning properly for submission processing while working with the Dev team to identify and solve any issues or bugs and maintain Help Desk policies and procedures. 
• Provide all necessary internal/external support in the company specific platforms to ensure submission material/content is accurately reflected, FIS processes are followed, and all internal assignments are completed.
• Troubleshoot, identify, and resolve any platform issues and provide training as necessary for all customers and FIS staff. 
• Understand and process projects assigned by leadership ensuring they are completed in a timely manner by all parties involved.
• Serve as a liaison between the Lender and Product company ensuring all inquiries are addressed in a timely manner and provide support to all Lender inquiries/issues.
• Ensure all internal team departments are notified and databases are accurate when a new or existing customer record is added or amended.
• Accurately utilizing, maintaining, and updating the Salesforce database and case system to ensure each customer account is accurate and responses to cases are provided. Answer phone calls and manage incoming help desk questions.
• Other duties as assigned.

Professional Qualifications: 

The following knowledge, skills, education, and experiences are required:

• Associate degree or equivalent 
• Experience Business to Business Customer Service Experience or Business Processing
• Excellent verbal and written communication skills
• Proficient in the usage of technology 
• Proficient with Microsoft Office Suites
• Ability to learn and navigate technology-based systems
• Basic math skills
• Excellent interpersonal skills
• Excellent organizational skills, attention to detail, and communication skills
• Excellent time management skills with a proven ability to coordinate, prioritize tasks, and meet deadlines
• Strong analytical and problem-solving skills
• Ability to function well in a high-paced and at times stressful environment
• Ability to maintain confidentiality and good judgment

The following knowledge, skills, and experiences are preferred, but not required:

• Bachelor's degree
• Experience with Salesforce, Zendesk or equivalent 

Why Consider Joining FIS now?

• The business is poised for accelerated growth
• The company's story is one of protecting financial institutions and consumers alike with respect to F&I products

 The following behaviors are required:

• Attitude – has a positive energy that is contagious and has a “can do” attitude. Thinks big and takes on big challenges – sets challenging targets, never satisfied with results, achieves results the right way – planning, perseverance, and overcomes obstacles.
• Approach – Tolerant of others and culture while being able to influence team toward common goal. He/she will be a great communicator who will be empathetic of culture while actively pursuing an agenda of continuous improvement.
• Change – implements change with a “down to earth” approach. Comfortable managing ambiguity & complexity.
• Collaborative – charts course with colleagues having sought their views.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Delivery – achieves commitments and delivers personal objectives and those of the team. Demonstrates passion and innovation to continuously deliver improved results without taking “short cuts.”
• Ethics -Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Emotional Intelligence – Recognize, understand, manage, and express emotions effectively in oneself and others involving a combination of self-awareness, self-regulation, empathy, and social skills.
• Influence – persuades others to pursue a course of action.
• Integrity – does what is right not what is politically expedient. Earns trust and maintains confidence.
• Interpersonal Skills- Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. 
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. 
• Organization and planning – plan and organize in an effective manner focusing on the key priorities.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity. 
• Problem Solving- Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. 
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. 

F&I Sentinel is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law.