Job Description

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business

Travel Percentage :

0%

Job Description

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.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:As a Product Support Representative, you will address functional issues and inquiries and coordinate with appropriate FIS staff to deliver a consistent level of quality service. . Analysts document client calls and emails in our universal call tracking database that will be the source of status for clients throughout the life cycle of the ticket. This service team provides assistance with: Identification and validation of issues Prioritization and escalation of open items Research and resolution of issues Status of projects Coordination with internal teams as necessary Information regarding product functionality General client communication. The analysts also assist clients in the implementation of new system features. As needed, they may provide guidance on our products and new software releases, reviewing each of the new product features with clients in advance of the software upgrades. Additionally, the team supports maintenance and release upgrades through validation and coordination with clients.The Securities Finance suite of solutions provide the Capital Markets industry with global solutions that drive their operational, risk, regulatory, and securities finance and securities lending needs. This ecosystem of tightly integrated solutions helps clients to increase revenues by monetizing all aspects of their securities finance and lending business. Additionally, FIS’ full suite of securities processing solutions for operational, regulatory and risk needs, streamline the middle- and back-office workflow for a smooth production experience while providing predictable and economy-of-scale pricing.Phase3: A global, real-time order-to-settlement securities processing solution, offering a single, global platform that can manage multiple products, currencies and business in real time. Components include:What you will be doing:Report, troubleshoot, and document client application issues.Respond to client questions via email and phone.Utilize tracking system to document client issues.Provide case status updates to clients, keeping them informed of progress on open issues.Work to analyze and resolve complex problems in a team environment and consult co-workers and procedures to optimize problem resolution.Maintain ownership of issue until resolution is provided.Develop good working relationships with clients and internal teams.Document common client issues to create processes and procedures for standardized solutions.Assist with off-hour support. This is on a scheduled basis.Escalate client application issues to Support Manager as necessary.What you will need:A Bachelor’s degree (or equivalent work experience) in Finance/Economics/Accounting or MIS/IT/CIS or Engineering.Banking background (credit risk or commercial lending experience) a plusSupport background with experience working with users and troubleshooting issues is a plus.Strong Interest in Banking / Risk Management.Excellent communication, analytical and customer service skills.Dynamic and energetic personality with entrepreneurial spirit.Excellent interpersonal and organizational skills (team player).Ability to absorb new concepts quickly, think independently, and demonstrate keen problem-solving ability.Ability to convey/communicate complex concepts in a clear and understandable format.Proficiency in all Microsoft Office applications.Ability to multitask and prioritize workload with minimal supervision.5 years’ experience.What we offer you:At FIS, we hire the best. In return, you receive exceptional benefits including:• A voice in the future of fintech• Always-on learning and development• Collaborative work environment• Opportunities to give back• Competitive salary and benefits

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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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