Fidelity Information Services
Company: Fidelity Information Services
Company Division/Group: Customer Services
Company Description: Fidelity Information Services (FIS), a division of Fidelity National Financial, provides application software, information processing management, outsourcing services and professional IT consulting to the financial services and mortgage industries. FIS customers are located throughout the US. Our headquarters are located in Jacksonville, FL.
Nomination Category: Individual Awards Categories
Nomination Sub Category: Best Product Developer
Nomination Title: Keith Beck, Application Programmer Consultant
Tell the story about what this nominee achieved in 2003 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Fidelity National Financial, Inc. (FNF), number 262 on the Fortune 500, provides products and outsourced services and solutions to financial institutions and the real estate industry. Forbes magazine also selected FNF as one of the 26 Best Managed Companies in America and the best-managed company in the insurance sector, while Fortune magazine named FNF to its 2004 list of America’s Most Admired Companies.
FNF is one of the world's largest providers of information-based technology solutions and processing services to financial institutions and the mortgage and financial services industries through its subsidiary Fidelity Information Services, Inc. (f.k.a. ALLTEL Information Services and Computer Power Inc.). Fidelity Information Services processes nearly 50 percent of all U.S. residential mortgages, with balances exceeding $3 trillion.
Fidelity Information Services’ contact center, known as “PowerCell,” consists of
cells, or support teams, that represent clients by geographical region. Each PowerCell team includes technical consultants/subject matter experts that represent each of the various functions of mortgage originations, secondary marketing and mortgage servicing.PowerCell views clients as more than customers, rather they are our partners.
Strengthening that partnership is a priority, along with maintaining a high level of
customer satisfaction. PowerCell’s goal is to exceed service level expectations.Keith Beck has been an integral part of PowerCell since its inception. Keith helped
build the PowerCell client support concept, including processes and technical
infrastructure. Keith’s vision and internal support has enabled PowerCell to be
extremely successful. Many of the tools and applications used by the PowerCell
team are a result of Keith’s programming vision, leadership, problem-solving acumen and technical expertise. These tools also helped PowerCell win Mortgage
Technology’s 2001 Help Desk Award. Keith’s internal tools and applications have become so ubiquitous within PowerCell they are simply referred to as “BeckWare.” A few of these applications are described below:Project Tracking
This application is used to monitor, track and report tasks (i.e. internal projects,
customer implementations, development projects, etc.). The application allows for
any person(s) involved in a project to enter comments, delivery dates and customer
specific data that may be pertinent to the project. The tool is an important means for obtaining details on any task being performed.Advocate Activity Tool
This application is used as a database to document and track all issues that are
escalated by the PowerCell Service Executive.Report Manager: Internal Reporting Access
This application provides access to a variety of “canned” internal reports regarding
PowerCell measurements, employee activity, customer information, problem
tickets, etc.DTM (Desk Top Messaging)
This application is used for checking consultant availability, messaging to a
consultant or entire PowerCell team, updating customer information inquiries, publishing daily call statistics (number of calls/emails), logging consultant activities (meetings, appointments, vacation), etc.Employee Maintenance
This application is used to input and maintain PowerCell employee data, such as
contact information, hire date, birth date, vacation days, etc.Client Reporting Package
Customer issues are summarized and recapped in a monthly reporting package
delivered to the customer by PowerCell.
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: List each link on a separate line, begin each link with http://, and enclose each link in square brackets; for example, [http://www.website.com]:
2001 Mortgage Technology Award
Provide a brief (up to 100 words) biography about this nominee:
Keith received his Bachelor of Science degree in Accounting from Florida State
University and Bachelor of Science degree in Computer Science from the
University of North Florida. Keith began at Fidelity Information Services (fka ALLTEL Information Services and Computer Power Inc.) in 1985 in mainframe application development as a programmer/project lead. In 1994, Keith worked on the team that developed and implemented the PowerCell customer service concept. Keith’s research, tools, applications and reports all focus on the common goal of allowing each PowerCell to deliver superior customer service. Keith develops primarily in Visual Basic, Excel, Access, and SQL Server.