Senior Product Support Specialist
2 weeks ago
Jobs for Humanity partners with FIS Global to foster an inclusive and equitable employment landscape. We are dedicated to supporting individuals from diverse backgrounds.
Company Name: FIS Global
Position Overview
Employment Type:
Full-time
Experience Level:
Experienced (a relevant combination of work and education)
Desired Education:
Bachelor's degree in Commerce/Business
Travel Requirement:
0%
Role Summary
The financial sector is ever-evolving, and at FIS, we strive to stay ahead. Our teams are encouraged to learn, develop, and make meaningful contributions to their careers and communities. We drive innovation that transforms the way the world transacts, banks, and invests. If you seek personal and professional growth, we want to hear from you.
About Your Role: You will leverage your knowledge in banking operations. Our most effective team members possess a robust banking background and comprehend how financial institutions cater to their clientele. This encompasses insights into product offerings, operational management, and delivering exceptional customer experiences throughout the client journey.
About Our Team:
The Client Support team is a collaborative unit dedicated to ensuring our clients' success. Comprising seasoned bankers, we not only understand our software but also its application within the banking sector. Our primary focus is on addressing client concerns and promptly resolving any issues they face. Much of our time is dedicated to assisting clients with inquiries and enhancing their understanding of our software to better serve their customers.
Key Responsibilities:
Managing customer inquiries and resolving support challenges, including:
- Financial transactions
- Operational controls
- Compliance with operational standards
- Statements and notifications
- Providing expert, detailed product support to clients
- Reproducing client issues in FIS testing environments to identify optimal solutions
- Proactively anticipating client needs through insightful questioning
- Troubleshooting software application issues and recommending corrective measures
- Documenting client interactions and recurring issues to enhance product quality and development
- Ability to work autonomously and demonstrate initiative
- Exceptional communication skills (both written and verbal)
- Strong analytical and problem-solving abilities, with a knack for anticipating next steps
- Resourceful in research and testing, going beyond standard manuals
- Client-centric approach, always considering the client's perspective
- Strong relationship-building skills with both clients and internal teams to ensure excellent service delivery
Experience with the HORIZON core banking system (preferred but not mandatory)
What We Offer:
At FIS, we recruit top talent. In return, you will receive outstanding benefits, including:
- Opportunities for innovation in fintech
- Resources for personal and professional development
- An inclusive and diverse workplace
- Community investment resources
- Competitive salary and benefits
Privacy Commitment
FIS is dedicated to safeguarding the privacy and security of all personal information processed to deliver services to our clients. For details on how FIS protects personal information online, please refer to the Online Privacy Notice.
EEOC Commitment
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.
Sourcing Model
Recruitment at FIS primarily operates on a direct sourcing model; a limited portion of our hiring is through recruitment agencies. FIS does not accept resumes from agencies not on the preferred supplier list and is not liable for any related fees.
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