Call Center Representative

• Oversees one or more teams of call center quality assurance representatives who perform quality monitoring for the call centers to ensure completion of tasks and attainment of departmental goals.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Resolves issues and contributes to business unit/area development.
• Responsible for leading process improvement initiatives within the call center and driving significant process change within the organization.
• Manages personnel activities of staff, i.e., hire, train, reward, motivate, discipline, terminate, performance reviews, and pay discussions.
• Provides coaching and mentoring to call center quality assurance representatives.
• May also consult with customer service managers, supervisors and team leads regarding quality monitoring trends, reports and recommendations.
• Evaluates and assesses new projects based upon size, complexity and time frame.
• Leads and provides direction around department process improvement initiatives.
• Selects and assigns appropriate project leader and team member(s).
• Serves as escalation point for issues beyond team authority; resolves conflicts involving scheduling, resources or technical issues.
• May be responsible for budgeting of department's personnel, capital and/or operations expenses.
• Other related duties assigned as needed.
• Instructional Designer Experience preferred who can prepare content

Senior Call Center Trainer

Account Executive

• As a Sales Executive, Quota Carrier, part of a team focused on Credit Union Core Banking and responsible for growing banking opportunities. Drive consultative selling based on understanding client's business and technology investment objectives. Discover and identify product needs and work with Solutions Architects to develop and recommend comprehensive solutions. Collaborate with Sales and Product to leverage product/sales capabilities and build pre-sales strategy. Present Core Banking solutions to prospective and current customers. Build alignment of client objectives to our solutions. Produce proposals and presentations regarding technical compatibility and feasibility and contribute to pre-sales strategy. Work across internal teams to shape selling message and strategy.

Senior Sales Executive

Risk

• Works individually or within a team on technology business consulting projects to meet specific client requirements.
• Serves as liaison between end-users and consultants during consulting projects.
• Expertly researches and documents client needs, technology or regulations related to system design, enhancement and acquiring hardware or software that will impact multiple platforms and/or applications.
• Defines product scope, objectives, and requirements.
• Defines specifications and data models for product development and testing.
• Creates detailed specifications from which programs will be written.
• Analyzes marketplace, industry, company, technology trends and best practices, vendor products and services, etc.
• Also analyzes system impacts to other systems and procedures.
• Devises and/or modifies processes and procedures to achieve greater efficiencies and to solve most complex technical problems related to computer equipment capacity and limitations, operating time, and form of desired results.
• Assesses available technologies and recommends solutions to consulting team.
• Writes test plans and test cases to ensure enhancements made to applications meet client needs and application integrity is maintained.
• Conducts a variety of tests such as unit, system, integration, readiness, and acceptance tests.
• Conducts tests using client data to be certain client needs will be met.
• Influences clients, business partners and service providers regarding priorities, hardware/software selection and/or vendor selection.
• Consults directly with clients and may travel to client site.
• Acts as team leader for technical aspects of consulting projects leading sub-plans or small projects.
• May mentor, guide, advise and/or check work of less experienced business systems analysts and technology business consultants.
• May play a key role in training client and technical support personnel on enhancements, new systems, or procedures.
• Training may be delivered one-on-one as knowledge transfer or in a classroom setting depending on number in audience and client preference.
• May serve as pre-sales support specialist when needed.
• Other related duties assigned as needed.

Senior Technology Business Consultant – Treasury and Risk Manager, Quantum Edition

Customer Support

• Administer necessary product requirements to maintain consistent account control of clients using FIS software products
• Ensure the quality and utilization of FIS software products satisfies client needs
• Assist Auto Finance clients with day to day management of the software
• Replicate and analyze issues, provide guidance on client impact and potential solutions
• Incident management and act as point of contact for diagnosis and resolution of incidents
• Engage directly with clients to resolve incidents and periodically fulfill on-call responsibilities
• Provide workarounds or scripts for high priority incidents
• Identify, investigate, and analyze business processes to improve client’s efficient use of software
• Develop and document new initiatives and processes and highlight potential defects
• Ongoing learning of the Auto Finance application and business processes of key clients

Senior Product Support Representative

• Cover assigned prospective accounts that have no existing business with the firm today
• Qualify leads by gathering information on a prospect’s existing infrastructure, business model, and third-party relationships
• Effectively penetrating C-suite and management level contacts at each firm
• Understanding of the competitive landscape in the leveraged loan space and differentiating our products and services to win business
• Responsible for leading the company’s efforts in sales calls, presentations, demonstrations, proof of concepts, internal training, assessing services and proposals related to our products
• Build annual strategic sales plans around potential buyer client segments including CLO managers, direct lenders, insurance companies, investment banks, registered investment advisors, and regional banks with measurable goals, calling plans, opportunity sets, and strategies
• Apply a consultative approach and ability to direct our resources in analyzing customers’ business and technology requirements and developing customized and bundled solutions to fit the needs of our clients
• Monitor and understand customer needs, market and economic trends as well as business opportunities and threats in order to identify needs and opportunities in the market and drive revenue growth
• Partner with functional leaders (Product, Client Services, Marketing, Executive Management) to ensure full leverage of all available resources to drive value and secure top positions in the structured credit, middle office outsourcing, direct lending, and front office technology spaces

Sales Executive Senior, Virtus

Architect

• Partner with Client and FIS teams to define Solution Architectures for business solutions that meet criteria: Business requirements, Nonfunctional requirements, Enterprise architecture alignment, and trade-offs between time, cost, and risk.
• Supports a phased implementation approach; during Implementation Phase, research solutions, perform POC evaluations, recommend an implementation approach, facilitate discussions around approach alternatives with Business, and communicate the solution to the development/implementation team.
• Identify and help resolve technical dependencies between implementation teams; resolve issues with the architecture raised during implementation; gatekeep the solution to ensure it is implemented according to architecture; review solution designs for alignment with the solution architecture and business need.
• Create artifacts: Context Diagrams, Component Relationship diagrams, Sequence Diagrams, Volumetrics Documentation.
• The candidate will have experience: 7+ years of Retirement Industry experience; 5+ years working as a Solution/Integration Architect; working knowledge of FIS Retirement applications.
• PLEASE NOTE: Current and future sponsorship are not available for this position.

Senior Call Center Trainer

Senior Sales Executive

Senior Technology Business Consultant – Treasury and Risk Manager, Quantum Edition

Senior Product Support Representative

Sales Executive Senior, Virtus

Senior Solution/Integration Architect - FIS Retirement Application Suite required