Product Support Representative II

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor's Degree

Travel Percentage :

0%

Job Description

The world of finance moves fast. At FIS, we're faster. Our teams are empowered to learn, grow, and make an impact-in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we'd like to know: Are you FIS?

About the Role:

Act as primary liaison for the service side of the client relationship including responsibility for relationship management and service delivery for assigned clients strategic to the Enterprise.

About the team

You will be part of a team that acts as the primary liaison responsible for escalation, effective oversight of client projects and implementations, execution of account plan activities, building of relationships with client contacts and management, and coordination of the client loyalty process.

What will you be doing

• Responsible for client satisfaction, maintaining client communication, overall management of the relationship and client retention activities.

• Answers customer inquiries, primarily over the telephone, e-mail, or fax.

• Develops strong working relationships with assigned clients and FIS resources.

• Serves as primary point of contact for external clients and various departments/divisions to resolve outstanding issues, comply with customer requests and respond to client inquiries.

• Provides support in research and resolution of problems and inquiries.

• Interfaces with clients to determine present and future needs and discusses progress toward solutions.

• Coordinates with clients and other appropriate areas to ensure clients are properly serviced, paperwork is properly executed, and all operational arrangements are in place to service assigned accounts.

• May prepare monthly and quarterly departmental reports.

• Keeps abreast of new products/services and changes to existing products/services.

• Maintains comprehensive knowledge of applicable products, services and company policies and procedures.

• Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director/sales manager.

• May participate in business reviews to learn about clients' strategic direction as well as gain a good understanding of the products and/or services FIS is offering.

• Participates in client loyalty process by informing assigned clients of process, encouraging clients to respond to survey information in a timely manner, participating in follow-up discussions and developing action plans to address any negative comments.

• Responsible for tracking and coordinating the resolution of customer concerns raised during installation, operation, maintenance or product application or compatibility matters.

• Responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and client retention activities.

• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily client-centric activities.

• Manages and communicates expectations internally and externally.

• Manages the service component of the client relationship.

• Educates clients on various FIS processes and procedures assisting with awareness, navigation, and self-help.

• Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in client's queue and to discuss available service offerings.

• Provides oversight on commitment requests including setting up commitment in system, participating in project kickoffs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates, and ensures billing is accurate and on time.

• May work at an FIS or a client location.

• Other related duties assigned as needed.

What you will need:

• Bachelor's degree in business, computer science or related discipline, or the equivalent combination of education, training, or work experience

• Ability to communicate ideas both verbally and in written form in a clear, concise, and professional manner

• Requires good working knowledge of FIS systems as well as the industries in which FIS competes for business

• Ability to analyze and solve problems using learned techniques and tools

• Excellent team building skills including the ability to establish and maintain effective working relationships both internally as well as externally

• Flexibility, versatility, dependability

• Excellent organizational and time management skills required, as well as strong problem solving skills

• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients

• Must be resourceful and proactive in gathering information and sharing ideas

• Ability to work both independently and in a team environment

A plus if you have

• Prior banking or finance related experiences a plus; personal banking experience preferred

• Knowledge of FIS products and services highly preferred

What we offer you:

At FIS, we hire the best. In return, you receive exceptional benefits including:

• Opportunities to innovate in fintech

• Tools for personal and professional growth

• Inclusive and diverse work environment

• Resources to invest in your community

• 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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