Representative Lead, BPS Client Service & Support at FIS

Role Overview

As a Representative Lead in BPS (Business Process Solutions) Client Service & Support at FIS, you will play a crucial role in ensuring the satisfaction and success of our clients. You'll be a key point of contact, providing expert support and guidance to help them maximize the value of our fintech solutions. This role combines technical expertise, strong communication skills, and a passion for delivering exceptional customer service.

You'll work within a dynamic team environment, collaborating with colleagues to resolve complex issues, implement new products, and drive continuous improvement. This position offers a multifaceted opportunity to contribute to the growth of FIS and advance your career in the exciting world of fintech.

A Day in the Life

Here's a glimpse into a typical day for a Representative Lead:

• Client Interaction: Respond to client inquiries via phone, email, and chat, providing timely and accurate support.
• Problem Solving: Troubleshoot technical issues and identify root causes, working with internal teams to implement effective solutions.
• Product Implementation: Guide clients through the implementation process for new FIS products and services, ensuring a smooth and successful transition.
• Process Improvement: Identify opportunities to improve existing processes and procedures, contributing to a more efficient and effective client support system.
• Team Collaboration: Participate in team meetings, share knowledge and best practices, and collaborate with colleagues to achieve common goals.
• Documentation: Maintain accurate records of client interactions and resolutions, ensuring compliance with company policies and procedures.
• Project Management: Manage small to medium-sized projects related to client support and product implementation.
• Mentoring and Coaching: Provide guidance and support to junior team members, helping them develop their skills and expertise.
• Training and Development: Stay up-to-date on the latest FIS products and services, participating in training programs to enhance your knowledge and skills.
• Reporting and Analysis: Generate reports on key performance indicators (KPIs) and identify trends to improve client support strategies.

Why Hyderabad & Indianapolis

Hyderabad: Hyderabad, India, also known as the “City of Pearls,” is a vibrant metropolis with a rich history and culture. FIS's presence in Hyderabad offers a unique opportunity to work in a thriving tech hub with access to a diverse talent pool and cutting-edge technologies. The city boasts a low cost of living, delicious cuisine, and a welcoming atmosphere, making it an attractive destination for professionals seeking career growth and a fulfilling lifestyle.

Indianapolis: Indianapolis, Indiana, offers a unique blend of big-city amenities and small-town charm. Known for its affordable cost of living, friendly atmosphere, and thriving sports scene, Indianapolis is an ideal location for those seeking a balanced lifestyle. As a major economic hub, Indianapolis provides ample opportunities for career growth and professional development within FIS. The city also boasts a vibrant arts and culture scene, diverse culinary options, and numerous outdoor recreational activities, making it an attractive place to live and work.

Career Path

This Representative Lead role is an excellent stepping stone for career advancement within FIS. Potential career paths include:

• Senior Representative Lead: Take on more complex projects and responsibilities, leading larger teams and providing strategic guidance.
• Client Service Manager: Oversee a team of representatives, managing performance and ensuring client satisfaction.
• Project Manager: Lead cross-functional projects related to product development and implementation.
• Business Analyst: Analyze business requirements and develop solutions to improve client support and operational efficiency.
• Product Specialist: Become an expert in a specific FIS product or service, providing training and support to clients and internal teams.

Salary & Benefits

The salary for this position is competitive and commensurate with experience and location. In addition to a competitive salary, FIS offers a comprehensive benefits package, including:

• Health insurance (medical, dental, vision)
• Paid time off (PTO) and vacation policy
• 401(k) retirement savings plan with company match
• Employee stock purchase program (ESPP)
• Life insurance and disability coverage
• Professional development and training opportunities
• Tuition reimbursement program
• Employee assistance program (EAP)
• Wellness programs and resources
• Flexible work arrangements (may vary by location and role)

FIS Culture

At FIS, we foster a culture of innovation, collaboration, and inclusivity. We believe that our employees are our greatest asset, and we are committed to providing a supportive and rewarding work environment. We encourage employees to share their ideas, take risks, and challenge the status quo. We also value diversity and inclusion, and we are committed to creating a workplace where everyone feels welcome and respected. FIS is dedicated to creating a workplace that supports and celebrates Pride and Passions. Employees are encouraged to bring their whole selves to work.

How to Apply

If you are a highly motivated and skilled individual with a passion for client service and a desire to work in the exciting world of fintech, we encourage you to apply for this position. To apply, please submit your resume and cover letter through the FIS careers website. Be sure to highlight your relevant skills and experience, and explain why you are interested in this opportunity.

Frequently Asked Questions (FAQ)

1. What are the key responsibilities of a Representative Lead? The key responsibilities include providing expert support to clients, troubleshooting technical issues, guiding product implementation, and contributing to process improvement.
2. What skills and experience are required for this role? The required skills and experience include strong communication skills, customer service excellence, advanced problem-solving skills, and experience in process improvement.
3. What is the career path for this position? Potential career paths include Senior Representative Lead, Client Service Manager, Project Manager, Business Analyst, and Product Specialist.
4. What is the salary and benefits package for this role? The salary is competitive and commensurate with experience and location. The benefits package includes health insurance, paid time off, a 401(k) retirement savings plan, and more.
5. What is the company culture like at FIS? FIS fosters a culture of innovation, collaboration, and inclusivity. We value diversity and inclusion, and we are committed to providing a supportive and rewarding work environment.
6. What are the opportunities for professional development at FIS? FIS offers a variety of professional development opportunities, including training programs, tuition reimbursement, and mentorship programs.
7. What is the work-life balance like at FIS? FIS is committed to providing a flexible and supportive work environment, and we offer a variety of work-life balance options, such as flexible work arrangements.
8. What is the interview process like at FIS? The interview process typically includes a phone screening, followed by one or more in-person or virtual interviews with hiring managers and team members.
9. What are the opportunities for growth and advancement at FIS? FIS is a growing company with a global presence, and we offer a variety of opportunities for growth and advancement.
10. What is the company's commitment to diversity and inclusion? FIS is committed to creating a workplace where everyone feels welcome and respected. We value diversity and inclusion, and we are committed to creating a workplace that reflects the diversity of our clients and communities.