Product Support Representative

About the position

You will utilize your expertise in the business of banking, supporting money movement products such as FedNow, Real Time Payments, and ACH. Our most successful team members have extensive banking background and understand how banks serve their customers. This includes understanding how a bank thinks about the products and services offered, to how the bank manages operations and delivers a unique customer experience across the customer's life cycle.

Responsibilities

• Handling customer inquiries and resolving support issues such as financial transactions, operational controls, operational compliance, statements and notices.
• Provide expert, in-depth product support to the customer.
• Recreating client issues in FIS test environments to provide the best solution to the reported problem.
• Anticipate next steps in what the client is trying to accomplish by asking probing questions.
• Troubleshoot problems with software applications and recommend corrective action.
• Document customer information and recurring issues to support product quality programs and product development.

Requirements

• The ability to work independently and be a self-starter.
• Excellent communication skills (written and verbal).
• Strong problem-solving and research skills.
• Ability to anticipate next steps.
• Strong analytical skills; resourceful in researching and testing - ability to go beyond what is found in the manual.
• Client-focused; always put yourself in the shoes of the client to understand how a situation is impacting them.
• Strong relationship building skills - both with the clients we serve and internal FIS groups.

Nice-to-haves

• Experience with money movement solutions such as FedNow, Real Time Payments, or ACH.

Benefits

• Opportunities to innovate in fintech.
• Tools for personal and professional growth.
• Inclusive and diverse work environment.
• Competitive salary and benefits.