Analyst II, Product Technical Support

FIS

1d•Hybrid

About The Position

This role supports Loyalty Operations by reviewing Loyalty contracts, processing product setups, researching potential fraudulent redemptions, maintaining insert inventory, handling cancellation and Deconversion requests and preparing various billing and vendor reports. Please note: this is a full-time position with a required hybrid schedule: Hybrid Schedule: Monday - Friday 8:00 am to 5:00 pm Onsite Tuesdays, Wednesdays & Thursdays - Saint Petersburg, FL Current & future sponsorships are not available for this position. About the team: The team provides primary support for our Enhancements and Card Added Value products—including Advantage, Travel Accident Insurance, CardCentives, and support for Loyalty deconversions and product cancellations. Responsibilities include contract reviews, product implementations, onboarding new clients, supporting product deconversions, resolving client care inquiries, Platform Conversions and managing billing and reporting activities.

Requirements

Knowledge of FIS products, services, and internal systems
Strong analytical and critical thinking skills
Strong Microsoft office skills, especially Excel
Technical skills to support product quality programs and product development
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

Nice To Haves

Prior banking or finance related experience
Working knowledge of AI‑driven tools to enhance efficiency in research, data analysis, reporting, and client inquiry resolution.
Client relationship management skills

Responsibilities

Review contracts and Snow tickets to enter product, pricing, and setup details in LEM.
Research potential fraudulent redemptions and determine release or escalation actions.
Collaborate with internal teams, vendors, and billing to ensure accurate product data and billing adjustments.
Provide in‑depth product support to FIS clients by resolving inquiries via Snow tickets, email or phone
Coordinate brochure and statement insert scheduling.
Create and maintain daily and monthly reports (e.g., Association reports, daily insertion reports, billing reports).
Assist the Manager with projects including product development, platform conversions, and application updates.
Perform other related duties as assigned.