Analyst I, Client Services

Job Description

Millions of people interact with FIS-powered technology every day, often without realizing it. Behind those experiences are teams of innovators, problem solvers and collaborators working to make financial services more connected, efficient and accessible. Join us and help shape what’s next in fintech.

About the Role

As an Analyst I, Client Services, you will provide first-level support to clients by documenting, tracking, and helping resolve reported issues and questions. You will work closely with cross-functional teams to ensure timely client assistance and a positive service experience. This role supports client onboarding, product adoption, and ongoing satisfaction through effective communication and problem resolution.

Key Responsibilities

• Receive and document client inquiries through phone, email, and support portals, gathering information to assess issues and business impact.
• Create and track support tickets, coordinate escalations, and engage appropriate teams to achieve timely issue resolution.
• Provide first-level technical support for routine client requests, including account access and password assistance.
• Monitor client-facing applications and systems, communicating potential service disruptions or delivery concerns to clients.
• Support system validation activities during scheduled maintenance and outages to help ensure service availability and performance.

Required Qualifications

• Strong verbal and written communication skills with the ability to effectively support clients and collaborate across teams.
• Ability to quickly learn and apply company policies, procedures, products, and support processes.
• Demonstrated organizational skills with attention to detail when documenting, tracking, and managing client requests.
• Analytical problem-solving skills with the ability to coordinate issue resolution through appropriate support resources.
• Ability to follow established procedures, exercise sound judgment within defined guidelines, and work effectively under close supervision.
• High School diploma or equivalent.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Two or more years of experience in client support, technical support, help desk, or customer service environments.
• Familiarity with ticketing systems, client issue management, and technical troubleshooting.

What We Offer You

At FIS, your career journey is yours to shape. We provide the tools, experiences, and support to help you reach what's next. 

Here’s what else we offer: 

• Opportunities to make an impact in fintech 
• Internal career growth opportunities 
• Personal and professional learning 
• Inclusive, diverse work environment 
• Resources to give back to your community 

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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