Product Technical Support Analyst

FIS Management Services; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible work environment

Diverse and collaborative atmosphere

Professional development resources

Volunteer opportunities

Competitive salary and benefits

Job summary

FIS is seeking a Client Services professional to serve as the primary contact for institutional outsourcing clients in support of TrustDesk objectives. You will ensure onboarding, service inquiries resolution, and coordination with internal departments to maximize client value.

You will oversee daily activity of outsourcing relationships, resolve complex issues, and collaborate with operations to deliver high-quality service in a fast-paced environment.

Qualifications

• Experience with AddVantage Trust Accounting System is preferrable.
• 3-5 years of recent experience in trust operations, cash/securities transactions, reconciliations, or financial industry/wealth management operations.
• Requires client facing and servicing experience with excellent interpersonal skills to build high levels of customer satisfaction.
• Requires the ability to establish and maintain effective working relationships with all levels of management, employees, clients and public.
• Professional and calm demeanor to handle clients who are difficult.
• Requires solid organizational, leadership, decision-making and problem-solving skills.
• Navigate unexpected operational or technology challenges.
• Capability to manage multiple concurrent requests and shifting priorities in a fast paced environment.
• Is resourceful and proactive in gathering information and sharing ideas.
• Proficiency in Microsoft Office software is essential as well as a basic knowledge of how internal systems work.

Responsibilities

• Oversee daily activity of assigned outsourcing relationships.
• Solving complex problems through research and/or communications with other departments.
• Support personnel at client institutions in day-to-day routines of trust administration and financial services processing.
• Focused on providing quality service levels, performs daily servicing activities ensuring timeliness and accuracy.
• Monitors day-to-day activity of clients, works with operations staff to deliver consistently high levels of service and takes responsibility and ownership over resolution of all client service-related issues.
• Coordinate with internal teams to support client relationships and ensure efficient service delivery.

Skills

Client facing

Interpersonal skills

Organizational skills

Leadership

Problem solving

Multitasking

Proactive

Communication

Tools

AddVantage Trust Accounting System

Microsoft Office

Job description

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we'd like to ask you: Are you FIS?

About The Team:

The Client Services team serves as the primary point of contact between the company and its clients, ensuring a seamless customer experience throughout the client lifecycle. The team is responsible for onboarding new customers, resolving service inquiries, providing product support, and coordinating with internal departments to address client needs. By building strong relationships and delivering timely solutions, the Client Services team helps drive customer satisfaction, retention, and long-term business growth. Their deep understanding of both financial services and technology enables them to guide clients in maximizing the value of the organization's products and services.

About The Role:

As primary point of contact, deliver high levels of service and relationship management for assigned institutional outsourcing clients in support of TrustDesk business objectives.

What You Will Be Doing:

• Oversee daily activity of assigned outsourcing relationships
• Solving complex problems through research and/or communications with other departments
• Support personnel at client institutions in day-to-day routines of trust administration and financial services processing
• Focused on providing quality service levels, performs daily servicing activities ensuring timeliness and accuracy
• Monitors day-to-day activity of clients, works with operations staff to deliver consistently high levels of service and takes responsibility and ownership over resolution of all client service-related issues
• Coordinate with internal teams to support client relationships and ensure efficient service delivery

What You Will Need:

• Experience with AddVantage Trust Accounting System is preferrable
• 3-5 years of recent experience in trust operations, cash/securities transactions, reconciliations, or financial industry/wealth management operations
• Requires client facing and servicing experience with excellent interpersonal skills to build high levels of customer satisfaction
• Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public
• Professional and calm demeaner to handle clients who are difficult
• Requires solid organizational, leadership, decision-making and problem-solving skills
• Navigate unexpected operational or technology challenges
• Capability to manage multiple concurrent requests and shifting priorities in a fast paced environment
• Is resourceful and proactive in gathering information and sharing ideas
• Proficiency in Microsoft Office software is essential as well as a basic knowledge of how internal systems work

Added Bonus If You Have:

• Knowledge of FIS products and Services

What We Offer You:

• Flexible and creative work environment
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities
• 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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