The "Deposits - Bankway Support Specialist" (BSS) is responsible for making our customers love the support they receive from FIS. Through frequent/continual interaction with our banks, the BSS plays a critical role in how our clients view Bankway Client Care and FIS overall. Below are some of the ways the BSS brings value to our customers and company:
Communication, communication, communication...it's key!
Work with FIS clients and employees in supporting the Bankway core software as it relates to Deposits functionality, including: New account opening & documents, Checking/Savings/Time Deposit/IRA, Statements, Account Analysis, Package Pricing, Safe Deposit Box, Service Charging, Unposted Items, Returned Item Processing, Stop Payments, Positive Pay, Payment Decisions, etc.
Requires excellent phone-communication skills with all levels of bank employees (Teller thru CEO).
Resourceful...quick on their feet and able to figure things out.
Must be able to creatively solve problems; brainstorm possible solutions, create test scenarios, and communicate the best option(s) to the customer.
When working with customers, the BSS aims to fully understand the business issue / objective - what are they trying to accomplish? Is there a better way?
Continuously improving & learning from peers and experiences.
Always strives to be an expert in all features of Bankway and FIS that fall under your area's umbrella.
Promotes the "one-team" philosophy company-wide; no finger pointing and always works well with other areas of our division and other divisions in our company.
Takes full ownership and responsibility for every call and customer interaction.
Adheres to our Call Tracking standards for documenting issue progress and resolution.
Able to successfully manage crisis and knows when to escalate to management.
A Bachelor's or Master's degree in Business, Computer Science, Information Systems, Finance, Accounting, or other related discipline is required; or equivalent combination of education and experience that is required for the specific job level.
General knowledge, skills and abilities:
Minimum 3+ yrs Deposits functionality, including: New account opening & documents, Checking/Savings/Time Deposit/IRA, Statements, Account Analysis, Package Pricing, Safe Deposit Box, Service Charging, Unposted Items, Returned Item Processing, Stop Payments, Positive Pay, Payment Decisions
Knowledge of FIS' products and services
Knowledge of financial services industry
Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
Willingly shares relevant technical and/or industry knowledge and expertise to other resources
Excellent analytical, decision-making, problem-solving, team, and time management skills
Ability to persuade and influence others on the best approach to take
Ability to estimate work effort for project sub-plans or small projects and ensure the project is successfully completed
Is resourceful and proactive in gathering information and sharing ideas
Advanced skills with moderate proficiency. Develops complex solutions that require analysis and research. Works on multiple tasks as a task leader or subject matter expert. Works on issues of medium to high complexity that require demonstrated knowledge across multiple technical areas and business segments. Coaches and mentors more junior Product Support Representatives.
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.
General/Other: Customer Support/Client Relations
FIS™ is the world’s largest global provider dedicated to banking and payments technologies. With a long history deeply rooted in...