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.
About the team
The Product Support Director for Payments will be leading our L2 support organization for FIS' Debit, Credit, and Prepaid products and services. The team is currently made up of people located in the United States, India, and the Philippines.
What you will be doing
FIS is looking for a person that has a payments background (debit or credit) to join our team and lead our Client Care product support organization. This position will primarily lead a team of managers supporting different aspects of these applications. The primary objective of the position is to ensure our clients receive the best possible support experience. The Level 2 organization that you will lead will receive calls and tickets from the Level 1 organization (led by a separate Director level position). You and your team will also directly work with our Level 3 organization on technical and software matters.
What you bring

• When working with customers, you aim to fully understand the business issue and objectives
• Fully document problems clearly for submission to programming with clear and concise explanation of the reported issue.
• You will promote the "one-team" philosophy company-wide; you work well with other areas of our division and other divisions in our company.
• You take full ownership and responsibility for every call and customer interaction.
• Able to successfully manage crisis and knows when to escalate to management.
• Continuously improving & learning from peers and experiences

Added bonus if you have

• You willingly share relevant technical and/or industry knowledge and expertise to others
• Displays excellent analytical, decision-making, problem-solving, and time management skills
• An ability to influence others on the best approach to take
• Have a mindset that is resourceful and proactive in gathering information and sharing ideas

What we offer you

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team
• A broad range of professional education and personal development possibilities - FIS is your final career step!
• The chance to work on some of the most challenging, relevant issues in financial services & technology

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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.
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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