Product Support Representative I

FIS; United States; Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary and benefits

Job summary

FIS in the United States is seeking a Loyalty Operations specialist to review contracts, manage product setups, and support billing and reporting for our loyalty products.

This full-time role requires a hybrid schedule with onsite work, Monday–Friday 8:00 am–5:00 pm, and collaboration with internal teams and external vendors to ensure accurate data and timely client support.

Qualifications

• Knowledge of FIS products, services, and internal systems.
• Strong analytical and critical thinking skills.
• Advanced Excel and Microsoft Office proficiency.
• Self-starter with ability to work independently.
• Excellent written and verbal communication.
• Organizational and time management skills.

Responsibilities

• Review contracts and Snow tickets to enter product, pricing, and setup details in LEM.
• Research potential fraudulent redemptions and determine actions.
• Collaborate with internal teams, vendors, and billing for data accuracy and billing adjustments.
• Provide product support to clients via Snow tickets, email or phone.
• Coordinate brochure and statement insert scheduling.
• Create and maintain daily and monthly reports.
• Assist the Manager with projects like product development and platform conversions.
• Perform other related duties as assigned.

Skills

FIS knowledge

Analytical skills

Excel

Technical skills

Time management

Independent/self-starter

Computer literacy

Communication skills

Problem solving

Tools

ServiceNow

LEM

Job description

Job Description

Job Posting Description

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

About the role:

This role supports Loyalty Operations by reviewing Loyalty contracts, processing product setups, researching potential fraudulent redemptions, maintaining insert inventory, handling cancellation and Deconversion requests and preparing various billing and vendor reports.

Please note: this is a full-time position with a required hybrid schedule:

Hybrid Schedule: Monday - Friday 8:00 am to 5:00 pm

Onsite at one of our locations.

_ Current & future sponsorships are not available for this position. _

About the team:

The team provides primary support for our Enhancements and Card Added Value products—including Advantage, Travel Accident Insurance, CardCentives, and support for Loyalty deconversions and product cancellations. Responsibilities include contract reviews, product implementations, onboarding new clients, supporting product deconversions, resolving client care inquiries, Platform Conversions and managing billing and reporting activities.

What you will be doing:

In this role, you will be responsible for:

• Review contracts and Snow tickets to enter product, pricing, and setup details in LEM.

• Research potential fraudulent redemptions and determine release or escalation actions.

• Collaborate with internal teams, vendors, and billing to ensure accurate product data and billing adjustments.

• Provide in‑depth product support to FIS clients by resolving inquiries via Snow tickets, email or phone

• Coordinate brochure and statement insert scheduling.

• Create and maintain daily and monthly reports (e.g., Association reports, daily insertion reports, billing reports).

• Assist the Manager with projects including product development, platform conversions, and application updates.

• Perform other related duties as assigned.

What you bring:

• Knowledge of FIS products, services, and internal systems

• Strong analytical and critical thinking skills

• Strong Microsoft office skills, especially Excel

• Technical skills to support product quality programs and product development

• Organizational and time management skills required

• Self-starter with proven ability to work independently

• Extremely comfortable working with computers and a variety of applications

• Excellent oral and written communications skills

• Strong problem-solving skills

Added Bonus if you have:

• Prior banking or finance related experience

• Working knowledge of AI‑driven tools to enhance efficiency in research, data analysis, reporting, and client inquiry resolution.

• Client relationship management skills

What we offer you:

A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech

• Always-on learning and development

• Collaborative work environment

• Opportunities to give back

• Competitive salary and benefits

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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