™ (NYSE: FIS), the world’s largest provider of banking and payments technology, has earned a pair of International Service Excellence Awards from the Customer Service Institute of America.
FIS’ North American Card Solutions division was named the 2013 International Service Excellence Award winner in the category of Division of a Large Business. Noting FIS’ continuous efforts to deliver the best service to clients, the Customer Service Institute said FIS’ “focus and commitment to improving the customer experience through technology and personal support is outstanding.”
“The needs of our clients are constantly evolving and, to meet them, we must always improve and innovate the ways we respond to their changing needs,” said Bruce Lowthers, EVP, North American Card Solutions, FIS. “Our team set a goal of delivering superior client experiences and these awards help validate that we are on the right path. While we are excited about this recognition, we remain committed to our goal and will push ourselves always to help our clients continue to be successful.”
Chief Customer Officer of the Year
Adding to FIS’ recognitions, Serena Smith, FIS North American Card Solutions Chief Client Officer, also was honored by the Customer Service Institute of America with the individual award of Chief Customer Officer of the Year.
The recognition was based on the many ways she leads her team to succeed for clients, such as implementing a case management system in order to analyze and review how quickly and thoroughly each client issue is handled. Smith is resolute in ensuring the team asks for feedback during every client interaction in order to resolve client issues as quickly as possible.
“I’m extremely honored and very surprised,” said Smith, who didn’t even know she was being considered for the award. “To have recently established our new North American Card Solutions team, and to be focused on making ourselves an even stronger voice for our customers at the same time, it feels amazing to be recognized.”