Product Technical Support Analyst

FIS • US WI MKE 4900, FL

3d

About The Position

The Product Technical Support Analyst serves as the primary point of contact and provides service and relationship management for assigned institutional outsourcing clients in support of TrustDesk business objectives. The role supports client personnel with day-to-day trust administration and financial services processing, monitors client activity, and works with internal operations and other teams to provide timely, accurate service and resolve client issues.

The analyst researches complex problems, communicates with other departments as needed, and takes ownership of client service-related issues. The role requires client-facing servicing experience, strong organizational and problem-solving abilities, and the capacity to manage multiple requests and shifting priorities in a fast-paced environment.

Requirements

• 3–5 years of recent experience in trust operations, cash or securities transactions, reconciliations, or financial industry or wealth management operations.
• Client-facing and servicing experience, with excellent interpersonal skills to build customer satisfaction.
• Ability to establish and maintain effective working relationships with management, employees, clients, and the public.
• Professional and calm demeanor when handling difficult clients.
• Solid organizational, leadership, decision-making, and problem-solving skills.
• Ability to navigate unexpected operational or technology challenges.
• Ability to manage multiple concurrent requests and shifting priorities in a fast-paced environment.
• Resourcefulness and proactivity in gathering information and sharing ideas.
• Proficiency in Microsoft Office software and basic knowledge of internal systems.

Nice To Haves

• Experience with the AddVantage Trust Accounting System is preferred.
• Knowledge of FIS products and services.

Responsibilities

• Oversee daily activity of assigned outsourcing relationships.
• Research and resolve complex problems, including by communicating with other departments.
• Support personnel at client institutions in day-to-day trust administration and financial services processing.
• Perform daily servicing activities with a focus on timely and accurate service.
• Monitor clients’ day-to-day activity and work with operations staff to deliver consistent service levels.
• Take responsibility and ownership for resolving client service-related issues.
• Coordinate with internal teams to support client relationships and efficient service delivery.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed