Scores Client Services – Manager (Minority/Community Development and Inclusion)

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!

The Opportunity

“If you’re looking for your next opportunity to make a meaningful business impact, bring your client engagement, solution consulting, business development, and presentation skills and expertise to FICO’s Scores business. FICO’s Scores unit is home to the worlds #1 credit bureau score – the FICO® Score – that powers over 10 billion decisions each year, is relied upon by 70,000+ businesses, is used by rating agencies and secondary market to improve risk assessment and transparency and is a key component of how US consumers measure their credit health.” - Scores Client Services, Vice President

What You’ll Contribute

• As a Consultant on the Client Services Americas team, you’ll serve as the subject matter expert supporting FICO’s own inclusive lending program for our mid-tier clients in the United States (credit unions, regional banks, community banks and finance companies).

• You will serve as the implementation specialist, program director and facilitate marketing strategies for the program and its’ participants.

• Through seasoned expertise in FICO® Score suite of solutions and a consultative approach to client engagement, the Consultant will support lenders leading financial inclusion by leveraging alternative data sources and providing access to our platform of products.

• Play a central role in cultivating client relationships by leveraging deep functional, business and product knowledge to grow our mid-tier relationships.

• Provide education and training in informal and formal settings around our other Scores products to mid-tier clients and supports external events (such as conferences) requiring FICO® Score subject matter experts.

• Serve as a key contributor to the planning and development of one-to-many client projects, initiatives, and administrative responsibilities designed to support the targeted mid-tier lender.

• Manage a large number of clients and projects of mid-sized scope involving significant client interaction.

• Cultivate and maintain effective working and trusted advisor relationships with a variety of client stakeholders, including C-Level marketing and risk executives, operational management, strategic project managers, senior staff members, data scientists, and operations analysts.

• Present and facilitate discussions about FICO® Score products in a variety of settings, including client meetings, virtual conferences/webinars, and external in-person events.

• Meet with clients, provide timely responses to questions, and proactively ask questions to understand needs, requests and desired outcomes.

• Provide functional and technical answers to clients around FICO® Score products.

• Assist in contract negotiations to ensure client needs are met and products are appropriately priced.

• Communicate relevant information effectively to diverse audiences and translate subject matter terminology into business terms and recommend alternatives to target clients’ senior management and project/product managers.

• Regularly study FICO® Score product information and relevant market/industry information, maintain and review frequently asked questions, and rehearse presentations to ensure always ready to present high-quality trainings.

• Successfully resolve client support issues, leveraging internal tools and processes as the first step of handling a client issue and formulating new approaches as needed to achieve positive outcomes for FICO and the client.

• Travel as required, with approximately up to 15- 20% of time spent outside the office in on-site presentations, conferences, and client meetings.

• May be required to work outside of normal business hours and travel on weekends.

What We’re Seeking

• Multiple years of substantial, relevant industry experience and consumer retail lending and financial services domain knowledge required with FICO product knowledge being a plus.

• Direct experience working in two or more of the following roles: client sales support and solution development, relationship management, strategy consulting, retail lending, analytic delivery, project management, or program development.

• Experience launching new projects, managing projects, and managing software implementations across consumer lending ecosystems.

• Exposure to migrating software applications to AWS cloud including any loan origination or alternative data source knowledge is highly beneficial.

• Ability to serve as a trusted advisor and work closely with many types of lenders and loan service providers including smaller organizations that will require a lot of interaction and attention to detail.

• Excellent presentation skills, with demonstrated ability to articulate clearly (ability to speak clearly and concisely), to use engaging body language (use of vocal tone, facial expression, body language, and timing to communicate points), and to assess audience (successful evaluation of audience regularly and ability to adopt content to audience receptiveness and characteristics).

• Ability to memorize specific, detailed information as well as develop a deep knowledge base and integrate this information and knowledge into presentations and client discussions to address complex issues and questions.

• Ability to effectively listen to clients and understand their business needs and challenges.

• Excellent customer service, organizational and follow-up skills, successfully managing to an action plan.

• Demonstrated history of delivering high-quality customer experiences, with frequent requests by customers to help with their issues.

• Consistently a top performer, evidenced by regular over-achievement of internal targets around customer satisfaction and responsiveness.

• Attention to detail with sound reasoning and problem-solving skills and logical thinking while also having the ability to see the big picture.

• Proven experience with juggling multiple tasks/projects simultaneously, working proactively, prioritizing effectively, meeting deadlines, and working with minimum supervision.

• Demonstrated self-starter with an ability to maintain composure, project a positive and professional image, and work well under pressure.

• Ability to effectively collaborate within a cross-functional team environment, reaches out rather than waits for invitation to participate, regularly brings ideas for process improvement, and contributes to team success.

Our Offer to You

• An inclusive culture strongly reflecting our core values:  Act Like an Owner, Delight Our Customers and Earn the Respect of Others.

• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.

• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.

• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.

• The targeted base pay range for this role is: $84,000 to $132,000 with this range reflecting differences in candidate knowledge, skills and experience.

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Why Make a Move to FICO?

At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics.  You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.

FICO makes a real difference in the way businesses operate worldwide:

•    Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders.

•    Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems.

•    Lending — 3/4 of US mortgages are approved using the FICO Score.

Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career.  Join FICO and help change the way business thinks!

Learn more about how you can fulfil your potential at www.fico.com/Careers

FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.

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