Representative II, Client Contact

Job Posting Description

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

• Serve as the first point of contact (Level 1) for technical and operational issues affecting banking and financial services platforms.
• Handle client and internal cases in a high‑volume, SLA‑driven environment with strict accuracy and compliance standards.
• Own cases end‑to‑end, ensuring issues are logged, investigated, escalated, and resolved properly.
• Act as a critical frontline role in protecting client experience, service continuity, and operational stability

About the team

• Part of Client Support Operations team supporting banking and financial services clients.
• Works alongside other Technical Support Analysts, SMEs, and escalation partners).
• Managed by a Team Lead who is responsible for SLA delivery, quality, and performance governance.
• The team operates in a structured, process‑driven, and compliance‑focused environment.
   

About the team

• Part of Client Support Operations team supporting banking and financial services clients.
• Works alongside other Technical Support Analysts, SMEs, and escalation partners).
• Managed by a Team Lead who is responsible for SLA delivery, quality, and performance governance.
• The team operates in a structured, process‑driven, and compliance‑focused environment.

What you will be doing

• Receive, log, categorize, and prioritize cases or tickets based on impact, urgency, and SLA.
• Investigate issues, perform initial troubleshooting, and resolve cases within Level 1 scope.
• Escalate issues appropriately following defined escalation paths and timelines.
• Provide clear, timely updates to clients or internal stakeholders throughout the case lifecycle.

What you will need

• Prior experience in banking, financial services, fintech, or payments support roles.
• Strong understanding of case handling, ticket queues, SLAs, and aging management.
• Excellent written and verbal communication skills, especially for client‑facing interactions.
• High attention to detail and ability to follow processes, controls, and documentation standards.
• Willingness to work in shift‑based operations, hybrid work set up,  including possible nights, weekends, or on‑call support.

Must have skills/tools/experience

• Banking or financial services technical or helpdesk experience
• Strong case/ticket handling discipline
• Experience working with SLAs, queues, and aging cases
• Clear written and verbal communication skills
• Ability to document actions clearly and accurately
• Comfort working in regulated, client‑facing environments
• Willingness to follow defined processes and escalation paths

What we offer you

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities
• Competitive salary and benefits

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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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