Client support manager job description

The Manager of Client Data Support ensures, through the leadership of the department staff and collaboration with other divisions and departments, the successful implementation of new insurance monitoring programs for financial institutions as well as client data processor conversions, mergers, or acquisitions. This Individual plays an integral role in delivering a positive customer experience to our new financial institution clients and the potential of an expanded product partnership. This individual oversees the IT service desk as it relates to the ongoing maintenance and requirements changes for existing clients and their inbound and outbound data.
Job Duties and Responsibilities:
Utilizing all available tools and resources, monitors workflow to ensure a quality experience that meets or exceeds the expectations of clients and Allied personnel. Manage the processes, procedures, and other controls for the creation and maintenance of data file mappings / transformations.Manage the processes, procedures, and other controls for client configurations within Allied's insurance monitoring system (UniTrac).Manage the processes, procedures, and other controls for service desk ticket responses and resolutions Exercises working knowledge of system capabilities and related workflow management.Ability to take timely action with client concerns and internal questions Monitor and consistently meet established service levels through process and employee management Collaborate with the 2nd VP, IT to improve process efficiency and staffing needs Conduct regular staff meetings and trainings for employees with a focus on their development As needed, provide direct support and guidance with regards to data file mappings, service desk tickets, client configurations, and release testing.Other responsibilities as assigned

Qualifications (Education, Experience, Certifications & KSA):
5 years of experience in related position, such as data management or financial institution system management required2 years of experience in employee coaching and service level monitoring required High school diploma / GED required Bachelor's degree preferred Experience and proven knowledge in data file transformation Advanced problem solving and analytical skills High aptitude in computer applications

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.

This position is located at our Great West Center in Billings, MT.

SUMMARY

The Client Support Manager is responsible for the day-to-day supervision of the Contact Center agents and day to day operations of the Contact Center. The role is focused on supporting the team to deliver against outlined goals and client satisfaction.

ESSENTIAL DUTIES & RESPONSIBILITIES

* Coach and mentor Client Support Specialists in learning and developing the skills required for their role
* Responsible for the selection, placement, performance, coaching, development, promotion, and disciplinary actions of Client Support Specialists
* Determine and manage scheduling and coverage
* Collaborate with Client Support Division Managers on agent goals, reviews, promotions, and disciplinary action
* Provide first line support for escalated client calls, chats, emails, etc.
* Provide training/collaborate with designated trainers and schedule training for new hires and continuing education of Agents
* Perform consistent call listening/direct observation for direct reports
* Be the first point of contact for unscheduled hours/days out for direct reports
* Schedule side work and determine ample resources to ensure prompt turnaround in client facing tasks
* Collaborate with other teams/departments that can assist and benefit from changes to existing policy/procedure

QUALIFICATIONS

* General Understanding of call center technology (ACD, Workforce Management, IVR)
* Experience training and mentoring or leading a team
* At least 6 months experience coaching phone specialists to enhanced performance

EDUCATION and/or EXPERIENCE

Associate degree (A.A) or equivalent from a two-year college or technical school; or one-year related experience and/or training; or equivalent combination of education and experience.

OTHER SKILLS & REQUIREMENTS

Attention to detail including verbal and written instruction; maintain confidentiality; effective use of tact and diplomacy as it relates to clients and co-workers. Intermediate level skills in computer terminal and personal computer operation; software programs of diverse functionality used by the bank, including but not limited to desktop applications and network administrative programs and resources. Effective organizational and time management skills.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.
Job Description

+ Be central point of contact for assigned clients.

+ The ability to be the front line to interface with both technical and business resources at client sites to trouble shoot and resolve application issues.

+ Support all client production problems including after-hours support as needed. Some clients are based outside of the U.S. time zones (standard work hours are Eastern Standard Time).

+ The ability to work with Development and QA departments to estimate enhancement work as well as generate Statement of Work documentation.

+ Prepare client support documentation including end-to-end process workflows.

+ Review and respond to client's business/functional requirement documents.

+ Work closely with internal QA and Development departments to ensure timeliness and quality of final product. This will require solid experience with application testing and technical proficiency within a software development shop.

+ Train clients on new features and enhancements.

Skills and Experience Required:

+ Relationship management skills.

+ Working knowledge of the Financial Services industry specifically in the areas of Capital Markets and Corporate Trust is a plus.

+ Supporting software delivery and installation process.

+ Tracking defects and client support issues.

+ Performing in-house training to clients in both group and individual formats.

+ Applying effective project management methodologies and control techniques.

+ Experience with technical platforms of MS-Windows, SQL Server, IIS and MQ.

+ Experience with Full Suite of MS Office including Word, Excel, Power Point, Project and Visio as well as application development systems such as Azure Dev Ops and/or JIRA.

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Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.