Position Type

Full time

Type Of Hire

Experienced (relevant combo of work and education)

Job Description

The world of finance moves fast. At FIS, we're faster. Our teams are empowered to learn, grow, and make an impact–in their careers and communities. We deliver innovations that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we'd like to know Are you FIS

Role location Hybrid (three days in-office, two days virtual)

Work Schedule Night Shift

About The Role

You will utilize your expertise in the business of banking. Our most successful team members have extensive banking background and understand how banks serve their customers. This includes understanding how a bank thinks about the products and services offered, to how the bank manages operations and delivers a unique customer experience across the customer's life cycle.

About The Team

The Client Support team is a highly collaborative organization that works together to help our clients be successful. Our team is comprised of experienced bankers that not only understand how to use our software, but how it applies to the business of banking. We are focused on handling client issues, resolving with urgency any errors they encounter. Most of our time is spent helping clients with their inquiries; helping them to better understand how to use our software so that they can best serve their customers.

What You Will Be Doing

Handling customer inquiries and resolving support issues such as

Financial transactions
Operational controls
Operational compliance
Statements and notices
Provide expert, in-depth product support to the customer
Recreating client issues in FIS test environments to provide the best solution to the reported problem
Anticipate next steps in what the client is trying to accomplish by asking probing questions
Troubleshoot problems with software applications and recommend corrective action
Document customer information and recurring issues to support product quality programs and product development
May conduct code-level software analyses to identify root cause of bugs and/or system modifications as needed
Interfaces with internal clients, vendors, managers, IT and Product Development to resolve problems
Analyzes problem, documents and communicates resolution and conducts follow up. Escalates problems to appropriate teams when necessary
Assists in documenting current policies and procedures
Represents team on cross-functional teams for production, support and development activities
Interprets and presents data and conclusions to management as needed
Improve methodologies used in the job
Other related duties assigned as needed

What You Bring

Prior US banking or finance related experience; personal banking or mobile banking experience preferred
Experience with Credit and Debit processing; banking deposits
Experience in Teller Deposits and Lending roles and applications
Customer service oriented; advocates on behalf of our clients
The ability to work independently and be a self-starter
Excellent communication skills (written and verbal)
Strong problem-solving, and research skills. Ability to anticipate next steps
Strong analytical skills; Resourceful in researching and testing – ability to go beyond what is found in the manual
Client-focused. Always put yourself in the shoes of the client to understand how a situation is impacting them
Strong relationship building skills – both with the clients we serve and internal FIS groups in order to achieve our goal of providing excellent service to our clients

Must Have

Confidence in speaking with customers
Advance problem-solving skills
Ability of grasp technical knowledge and or not afraid to ask for clarification on functional effects for client

A Bonus If You Have

Experience with the banking system (preferred but not required)

Confidence in speaking with customers
Advance problem-solving skills
Ability of grasp technical knowledge and or not afraid to ask for clarification on functional effects for client

What We Offer You

At FIS, you can learn, grow and make an impact in your career. Our benefits include

Flexible and creative work environment
Diverse and collaborative atmosphere
Professional and personal development resources
Opportunities to volunteer and support charities
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.

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.

#pridepass

Analyst II, Product Technical Support