Analyst Senior, Product Technical Support

FIS; Jacksonville (FL); Hybrid; USD 65,000 - 90,000; Full time

Job summary

FIS is seeking an experienced banking support specialist in a hybrid role. You will leverage extensive banking knowledge to assist customers, process transactions, and ensure operational controls and compliance. The role emphasizes client-focused service and strong problem-solving skills.

The candidate should have 5+ years in banking, be self-motivated, and able to work independently while communicating clearly with clients and internal teams. Horizon core banking familiarity is a plus.

Qualifications

• 5+ years of banking or financial services experience.
• Ability to work independently and be a self-starter.
• Excellent written and verbal communication skills.
• Strong problem-solving and analytical abilities.
• Client-focused with strong relationship-building skills.
• Experience with the Horizon core banking system preferred.

Responsibilities

• Handle customer inquiries and resolve support issues in a banking context.
• Teller processing and financial transactions.
• Apply operational controls and ensure compliance.
• Balance cash and reconcile transactions.
• Provide expert, in-depth product support to customers.
• Recreate client issues in test environments to guide solutions.
• Ask probing questions to anticipate client needs and next steps.
• Troubleshoot software issues and propose corrective actions.
• Document customer information and recurring issues for quality programs.

Skills

Independent worker / self-starter

Excellent communication

Problem solving

Analytical thinking

Client-focused

Relationship building

Education

Bachelor of Commerce/Business

Tools

HORIZON core banking

Job description

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business

Job Description

Every day at FIS, innovators, problem solvers and changemakers work together to create technology that advances the world of finance. We embrace new ideas, challenge what's possible and empower our teams to make a lasting impact. If you're ready to help shape the future of fintech, unlock your next chapter with FIS.

Role location:

required hybrid schedule in posted location.

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.

Key responsibilities:

• Handling customer inquiries and resolving support issues such as:
• Teller Processing & Financial transactions
• Operational controls
• Operational compliance
• Balancing
• 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 bring:

• 5+ years - experience
• 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.
• Experience with the HORIZON core banking system (preferred but not required)

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
• Inernal 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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