Product Support Representative

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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 innovation 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?

About the Role:
You will utilize your expertise in the business of banking, supporting money movement products such as FedNow, Real Time Payments, and ACH.  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.

What you will need:

• 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.

A bonus if you have:

Experience with money movement solutions such as FedNow, Real Time Payments, or ACH. (preferred but not required)

What we offer you:

At FIS, we hire the best. In return, you receive exceptional benefits including:

• Opportunities to innovate in fintech
• Tools for personal and professional growth
• Inclusive and diverse work environment
• 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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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.

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