Product Support Representative III

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:.
Administer necessary product requirements to maintain consistent account control of clients using FIS software products and ensure the
quality and utilization of FIS software products satisfies client needs.
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 requirements 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:
We are looking for an experienced AMS Consultant to join the team. The successful candidate will provide in-depth product
support to AMS clients by monitoring the payment/statement lifecycle and resolving issues raised by clients.
• Support FIS solutions and ensure the quality and utilization of FIS products satisfy client needs.
• Recreate, document client issues and troubleshoot problems to support product quality
What you will need:
• Bachelor’s degree in commerce or MBA finance
• ITIL v3 Foundation or higher desirable
• 3-5 years of proven Clients Services experience in a Treasury / Banking or Financial environment.
• Ready to work in flexible rotating shifts (APAC, EMEA, Core Night).
• Understanding of SWIFT confirmations - MT300, MT5XX
• Understanding of SWIFT Payments MT101, MT202,MT210 and ISO Pain XML messages
• Understanding of SWIFT MT1xx, MT9xx, MT3xx and ISO XML messages
• Understanding of Bank statements - MT9XX and CAMT53
• Knowledge of treasury operations, Cash Management, Accounting, Bank Reconciliation, Settlements, Payments.
Experience with ticketing tool (such as Remedy, SNOW) around incident management and understanding of application
support domain
• Strong client interaction facing role experience
Added bonus if you have:
• Experience in any Treasury Management System (TMS) application
• Basic understanding of IT tools and servers
• Understanding of database architecture
• Fluent in English
Excellent communicator – ability to discuss technical and commercial solutions to internal and external parties and adapt
depending on the technical or business focus of the discussion
• Attention to detail – track record of authoring high quality documentation
• Organized approach – manage and adapt priorities according to client and internal requirements
• Self-starter but team mindset - work autonomously and as part of a global 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

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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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