Product Support Representative Senior - Treasury And Financial Operations

Company Description
Jobs for Humanity is partnering with FIS Global to build an inclusive and just employment ecosystem. Therefore, we prioritize individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or Hard of Hearing, Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ, and Justice Impacted individuals. This position is open to candidates who reside in and have the legal right to work in the country where the job is located.
Company Name: FIS Global
Job Description

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business

Travel Percentage :

0%

JR0258014 Product Support Representative Senior - Treasury and Financial Operations

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 role:
 Advanced professional role. Highly skilled with extensive proficiency. Handles complex calls/solutions that require analysis and research. Works on multiple projects as a project leader or periodically as the subject matter expert. Works on projects/issues of medium to high complexity that require demonstrated knowledge across multiple FIS Products. Uses SQL, Crystal Reports, or report manager to build complex reports . Reviews and/or debugs code with such languages as COBOL, XML. Writes moderately complex to complex test plans and test cases to ensure changes that are made to the application meet client needs and maintain application integrity. Works on cases that last several hours to several weeks. Coaches and mentors junior staff. Works under minimal supervision on complex projects. Wide latitude for independent judgment. Typically requires five or more years of demonstrated experience.

About the team:  
 

• We are a client facing function, a first line of defense/interface into FIS eco system for our clients – to address Software/Infra issues, understand/clarify product behavior etc.
• We have follow-the-sun model in place (24X7), we are primary team for APAC & ME clients, Secondary for EMEA and Supplementary for LATAM clients (6000+ unique client-product combinations covered)
• Our role requirement ranges from a simple service deck -> Technical -> Functional -> Techno-functional -> Enterprise Service/Client Service managers
• We are a strong team of 450+ client facing staff with a strong ITIL mindset and solution driven philosophy
• We continuously measure our service quality via client feedback in the form of Overall Satisfaction (OSAT) and Net Promotor Score (NPS)
• We use cutting edge & in-market tools and data governance using AI/ML to provide clients intelligence to conduct their business

What you will be doing:

• Daily communication with staff from leading banks and corporates to which FIS provides financial software solutions.
• Providing real-time assistance for business-critical products, to trouble shoot or produce an in-depth analysis of reported problems.
• Strong analytical skills are required to resolve issues of a technical and functional nature.
• Provides in-depth Product Support to FIS clients by resolving incoming inquiries
•  Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.
•  Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
•  Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.
•  Documents customer information and recurring technical issues to support product quality programs and product development.
• Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes.
•  Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters.
•  Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities.
•  Other related duties assigned as needed.

What you will need:

• Treasury & Financial Operations :: 8+ Years

• Bachelor’s Degree in business or related field or the equivalent combination of education, training, or work experience. (High school diploma or GED for job levels I and II.)
• Knowledge and understanding of financial operational and business processes.
• Experience in a Client Services, Treasury Management, Cash Management or Payments role supporting clients on financial applications
• Experienced in understanding Treasury and Financial Operations
• Experience working in Banking or Financial Institutions.
• Excellent interpersonal and communication skills.
• Good problem-solving skills and mindset
• Good debugging skills
• Flexible to support EMEA Shift
• Good Knowledge/experience working with SQL
• Ability to build, maintain strong client relationships.

Added bonus if you have:

• Able to take the initiative and work independently or in a team.

What we offer you:
At FIS, you can learn, grow and make an impact in your career.

• Extensive Health Benefits Program along with the Family Protection Plan
• Best-in-class career mobility options across the globe
• Award-winning learning offerings for career development
• Adaptable home - office work model
• Opportunity to work with global teams and clients

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.

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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