Client Services Representative III

• This role is responsible for first level support of FIS Internet Banking and Telephone Banking products, CustomerLink, Online Banking and FiLink applications, new product and interface releases, upgrades and other Internet Banking related support.
• This role requires a clear understanding of all Internet Banking components and products we offer, understanding of networking concepts, ePayments core components, and remote components we are interfacing with such as host systems, etc.
• Understanding of complex support issues, real-time on-line interfaces, check imaging, statement imaging and presentation, BillPay, our RTClient based Host Interfaces (Bancpac, Bankline, Kirchman MQ, etc), other host interfaces (Kirchman TT, Jack Henry 20/20, etc) and other Internet Banking applications.
• Primary liaison to clients for all Internet Banking support requests. This requires but is not limited to managing the customers, managing support cases, making independent decisions, communication, problem/resolution documentation, progress updates, etc.
• Managing issues and resolutions throughout the project or support case, validating results and identifying special requirements.
• Assist with all miscellaneous projects deemed necessary in the department.
• Ensure customer satisfaction. Establish and maintain positive and proactive relationships with institutions and ensure high service levels.
• Meet established performance objectives and all department internal and contractual standards.
• Perform support maintenance including but not limited to: HTML text changes, web page modifications, Internet Banking application changes, etc.
• This role might require availability for after hours support to provide excellent customer service.
• The above applies to, but is not limited to documentation, training, troubleshooting, analyzing problems, QA, testing, validating results, etc.
• Communicate with customers, vendors, team members to achieve the above objectives.
• Participate in after-hours support rotation.

• Minimum 2 years of experience working in a customer service environment.
• Minimum 2 years working in a support role with an emphasis on troubleshooting complex issues, analyzing different support scenarios and independent decision making.
• Minimum 2 years experience in banking or financial services.
• Minimum 2 years experience in interacting with external customers.
• Basic technical background required.
• Ability to be available outside of business hours for critical issues or product upgrades.
• Ability to travel when necessary.

• BA/BS degree preferred from accredited college in a Technical/MIS/Computer Science or Business related field.

• Experience working in a support role with an emphasis on troubleshooting complex issues and analyzing different support scenarios.
• Ability to make independent decisions.
• Basic technical experience.
• Ability to work under limited supervision.
• Self motivated and detail oriented.
• Outstanding attendance record.
• Ability to manage multiple priorities and meet aggressive deadlines.
• Ability to handle escalations.
• Ability to work well under pressure.
• Outstanding troubleshooting and analytical skills.
• Ability to maintain positive, professional and outgoing attitude.

• Thorough understanding of Internet/Intranet technologies.
• Banking experience in technical operations or supervisory functions, or technical project management position with multitasking preferred.
• Basic technical knowledge required.
• Experience with Fidelity Online Banking products and/or Bank/Credit Union host systems (BancPac, BankLine, Horizon, Kirchman, Jack Henry, etc) preferred.
• Proficient in the use of all common office applications (Word, Excel, Powerpoint etc.)
• Outstanding troubleshooting and analytical skills
• Ability to troubleshoot complex issues.
• Ability to make independent decisions.
• Excellent communication (verbal and written) and customer service skills.
• Ability to manage multiple priorities and meet aggressive deadlines.
• Self motivated and detail oriented.
• Ability to be available outside of business hours for critical issues or product upgrades.
• Ability to work in a 24/7 support environment.

EEO/AA Employer