Analyst II, Product Technical Support

FIS Global; Philippines; On-site; PHP 502,200 - 837,000; Full time

Benefits offered by this job

Flexible work environment

Diverse and collaborative atmosphere

Professional development resources

Volunteer opportunities

Job summary

FIS is seeking a customer support specialist to assist clients in the banking software space. The role focuses on handling inquiries, resolving issues, and providing expert product support in a banking context.

Role is hybrid (three days in-office, two days virtual) with night shift scheduling. The team works to ensure accurate processing, compliance and a high standard of client service across the customer lifecycle.

Qualifications

• US banking or finance background required or preferred.
• Customer service orientation and client advocacy.
• Excellent written and verbal communication skills.
• Strong problem-solving and research abilities, with proactive approach.

Responsibilities

• Handle customer inquiries and resolve support issues including transactions, controls, and notices.
• Provide expert, in-depth product support to clients.
• Recreate client issues in test environments to support resolutions.
• Ask probing questions to anticipate client needs and next steps.
• Troubleshoot software applications and recommend corrective actions.
• Document customer information and recurring issues for quality programs.
• Interface with internal teams to resolve problems and follow up.

Skills

US banking experience

Customer service

Communication skills

Problem-solving

Analytical skills

Client focus

Relationship building

Independent worker

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

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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.

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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