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Company Name: FIS Global

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business

Travel Percentage :

0%

Job Description

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. Are you FIS?

GENERAL DUTIES & RESPONSIBILITIES:
• 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.
• Resolves customer concerns raised during implementation, operation, maintenance or product application or compatibility matters.
• Troubleshoots problems with malfunctioning 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 BE DOING:

Responding to SNOW inquiries, escalations, and FI calls requires an up-to-date knowledge of SecurLOCK (all products/processes), good writing and communicative skills, research, problem solving, analytical thinking, and confidentiality.   These types of inquiries can range from contact information updates, fraud trends, Rule writing, why a Real Time decline was received, why a fraud alert was not created, Specialist error or complaint, overall support with fraud, why a Fraud Alert Detail Report was not received, Rule help/needs, and system support issue/concerns (Detect, Block, Case Manager) just to name a few.  The following training will be provided:

• Utilize the SNOW system (read, search, assign, reassign, add note, add attachment, and resolve)
• Submit responses for approvals
• Submit tasks to Fraud Analytics; how to understand responses and follow up
• Logging and monitoring SNOW tickets
• Prioritizing SNOW tickets to make sure working the priority ticket first
• Reviewing the Operations Guides as well as Dialer Scripts
• Writing and reviewing fraud rules
• Supporting all SecurLOCK Products (Block, Case Manager, Demand, Detect, Ethos, etc)
• Manage your pending tickets and waiting for updates
• When to engage with other departments (Strat Planning, IT, OPS)
• Become operationally efficient in IST training, Client Portal Training, Card System (HOST) training, Falcon Training, SharePoint Training, 3DS or RA Console Training, InContact / NICE, Client Portal Training, Card System (HOST) training, Falcon Training, SharePoint Training, 3DS or RA Console Training, InContact / NICE

EDUCATION REQUIREMENTS:
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.)

GENERAL KNOWLEDGE, SKILLS & ABILITIES:
• Prior banking or finance related experiences a plus; personal banking experience preferred
• Documents client information and recurring technical issues to support product quality programs and product development
• Knowledge of FIS products and services
• Strong analytical skills
•Organizational and time management skills required
• Self-starter with proven ability to work independently
• Extremely comfortable working with computers and a variety of applications
• Excellent oral and written communications skills
• Strong problem solving skills

FIS JOB LEVEL DESCRIPTION:
Entry level role. Basic skills with basic level of proficiency. Will gain a general understanding in one or more FIS products. Generally performing multiple tasks ranging from simple to more complex levels of research and support. Works independently with minimal supervision. Consults with senior peers on non-complex projects to learn through experience. Typically requires up to one year experience.

WHAT WE OFFER:
A broad range of professional education and personal development possibilities – FIS is your final career step!
Attractive benefits including vacation/sick pay, private medical coverage, dental coverage, 401K match, Stock options, travel insurance and more!
Time to support charities and give back in your community

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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