Support

Fidelity IFS Client Service representatives are experienced in the banking, savings and loan, and credit union industries. A toll-free 800 number is provided to automatically process and route calls directly to an application or operations expert, ensuring that questions are answered quickly and accurately. Representatives are fully empowered to address any concerns and provide timely status reports on any unresolved issue until it is completed.

Fidelity IFS uses a four-step "quality" formula in developing the methodology used in Client Services. The formula is a basic process that is followed with all customer contacts (Answer, Understand, Resolve, Follow-up). Customer calls are documented through our call tracking system. Client Services also provides after-hours critical care support 24-hours a day, 7 days a week, through the 800 number.

Customer satisfaction is measured through the use of surveys, call monitoring, daily reports on volume and cases resolved and one-on-one contacts with customers. This information provides continuous feedback on performance and service levels and is used in making any adjustments necessary to ensure that we provide the best possible customer service. It is our goal to work with you and your proven methodologies to develop an implementation method that is right for the local market.