Client Relations Account Representative I

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Job Description

We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, we'd like to know: Are you FIS?

About the role:

This is a full-time onsite position, at the Florida Department of Health WIC EBT office. Work hours are Monday - Friday 8:00 am to 5:00 pm.

You will assist in the acquisition and processing of vendor applications for participation in the WIC program. Update WIC Vendor Management System (VMS) with status of each application received and its required steps for analysis and approval. Interact with WIC staff and local vendor management and the applicant vendor to determine how to resolve outstanding issues in the application process. Schedule vendor compliance review and training for newly accepted vendors with local vendor management. Track completion of all tasks in application, compliance and training. Identify areas where vendor fails to perform or is unable to qualify. Notify the vendor and WIC staff of results.

Administrative tasks require the update and maintenance of over 2,000 individual vendor files (manual and automated) with results of compliance activity, audits and resolution of errors in processing. Responsible for assisting in the management and administration of individual vendor authorizations, vendor numbers and acquisition of required "X-9" number for EBT processing. Providing detailed information to vendors. Assisting vendors in the upload and operation of their EBT provider. Interact with the vendor and the vendor's third-party provider and FIS and CDP on connectivity and processing issues.

Conduct vendor surveillance actions to include procedures for the analysis of transactions after stated vendor operating hours. Identify monthly the number of transactions by facility and contact each vendor in writing alerting them to program requirements and existence of transactions and their values. Assisting vendors in reconciliation and corrective action determined necessary as a result of this analysis.

Evaluate vendor compliance with mandatory inventory requirements. Determine, through WIC EBT transaction analysis, estimates of the number of participants who were unable to obtain prescribed WIC EBT food because they were not on the vendor shelves - as required in their contract. Work directly with vendors and assist in analysis of requirements and participant demands.

Evaluate vendor redemption record history for patterns of program abuse by either the vendor or participants. Conduct analysis of EBT activity for segmented periods and compare that activity to known patterns. Identify areas requiring additional investigation. Assign high risk status to vendors with inventory or EBT integrity issues and follow up on investigation and results.

Search internet sites for WIC program abuse, evaluate materials located against FL-WISE participant information. Identify those internet postings with potential link to WIC program abuse. Refer materials to appropriate local agency for further analysis, participant contact and determination.

Evaluate geospatial records for potential program abuse by vendors or participants. Search for patterns and suspected violations of program requirements.

Record results of investigations in WIC Program Abuse Management System (PAMS). Conduct periodic analysis of PAMS results, follow up on outstanding investigations. Identify patterns of abuse or areas of increased levels of abuse.

Responsible for management of WIC wholesale, distributor, supplier and manufacturer data obtained from WIC invoice inventories and from WIC vendors. Provide WIC vendors with information on available sources of WIC foods within their geographic region. Facilitate introductions when necessary and assistance to the vendor in determining the appropriate level of support required based on redemption activity at the vendor facility. Maintain direct contact with the vendor until they have located the best possible source of supply for their operation. Update WIC wholesale, distributor, supplier and manufacturer data records for each vendor to facilitate the relational analysis of vendor to source of supply on a bases daily. Use MS ACCESS and similar analytic tools to evaluate impacts of various sources of supply on vendor operations and the costs to the WIC program.

Responsible for the management and update of all WIC grocery EBT processor system identification information and the status of that system for certification. Update records when notified by vendors and integrators and track results to ensure that any system modifications are addressed in an appropriate certification process.

Participate in weekly status update with WIC team, integrate and coordinate program activities and requirements with all other team members particularly on WIC investigations, compliance activity, new vendor training and UPC data update.

About the team: FIS is contracted with the Florida Department of Children and Families and Florida Department of Health to provide EBT services for SNAP and WIC. Included in this contract is the requirement to have 3 dedicated positions located in the FL WIC EBT office. One of the positions is a contracted position and the other two positions are FIS positions. The two FIS positions are currently vacant, so we are rebuilding the team. The FIS manager of the team will be the FIS mentor of the team, and the FL WIC EBT managers will manage the position for day-to-day work.

What you will be doing:

In this role, you will be responsible for:

• WIC EBT Vendor management
• Investigating WIC Recipient Fraud
• Performs WIC vendor audits
• Handles inquires from WIC EBT recipients and WIC vendors

What you bring:

• Little to no travel involved
• Need to be able to work with many personality types
• Needs to be skilled with computers and learning new software quickly
• At times there might be a need to work past 5 to finish handling a task or customer
• Must be detailed orientated

Added Bonus if you have:

• Glowing personality!
• Experience with debit payments
• Client relationship management skills

What we offer you:

A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back
• Competitive salary and benefits

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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