Senior Product Support Analyst – Fintech Banking Expert

FIS Management Services LLC; Jacksonville (FL); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Opportunities to make an impact in Fin

Internal career growth opportunities

Personal and professional learning

Inclusive work environment

Community involvement

Job summary

FIS is seeking a seasoned Customer Support professional for a hybrid role in Jacksonville, FL. You will leverage your banking knowledge to guide customers through teller processing, transactions, and product support, while maintaining rigorous operational controls and compliance.

The role emphasizes proactive problem solving, test-environment reproducibility, and strong client relationships. The ideal candidate brings 5+ years of experience, excellent communication, and a self-starting attitude,

Qualifications

• 5+ years of experience in customer support or banking domain.
• Ability to work independently and be a self-starter.
• Excellent written and verbal communication skills.
• Strong problem-solving and research skills.
• Ability to anticipate next steps in client interactions.
• Strong analytical skills and testing capability.
• Client-focused mindset and relationship-building with internal teams.
• Experience with core banking systems (HORIZON) preferred.

Responsibilities

• Handle customer inquiries and resolve support issues including teller processing and financial transactions.
• Maintain operational controls and ensure compliance; perform balancing tasks.
• Provide expert, in-depth product support to customers.
• Recreate client issues in test environments to identify best 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

Customer support

Problem solving

Communication

Analytical thinking

Self-starter

Client-focused

Job description

FIS is seeking a seasoned Customer Support professional for a hybrid role in Jacksonville, FL. You will leverage your banking knowledge to guide customers through teller processing, transactions, and product support, while maintaining rigorous operational controls and compliance.

The role emphasizes proactive problem solving, test-environment reproducibility, and strong client relationships. The ideal candidate brings 5+ years of experience, excellent communication, and a self-starting attitude,