Analyst II, Product Technical Support

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

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