Representative II, Client Contact
fis
Full time
Representative II, Client Contact
fis· FIS Global Solutions Philippines
About this role
Job Description
Job Posting Description
As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company, and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?
Â
About the role
Serve as the first point of contact (Level 1) for technical and operational issues affecting banking and financial services platforms.
Handle client and internal cases in a high‑volume, SLA‑driven environment with strict accuracy and compliance standards.
Own cases end‑to‑end, ensuring issues are logged, investigated, escalated, and resolved properly.
Act as a critical frontline role in protecting client experience, service continuity, and operational stability
About the team
Part of Client Support Operations team supporting banking and financial services clients.
Works alongside other Technical Support Analysts, SMEs, and escalation partners).
Managed by a Team Lead who is responsible for SLA delivery, quality, and performance governance.
The team operates in a structured, process‑driven, and compliance‑focused environment.
Â
About the team
Part of Client Support Operations team supporting banking and financial services clients.
Works alongside other Technical Support Analysts, SMEs, and escalation partners).
Managed by a Team Lead who is responsible for SLA delivery, quality, and performance governance.
The team operates in a structured, process‑driven, and compliance‑focused environment.
What you will be doing
Receive, log, categorize, and prioritize cases or tickets based on impact, urgency, and SLA.
Investigate issues, perform initial troubleshooting, and resolve cases within Level 1 scope.
Escalate issues appropriately following defined escalation paths and timelines.
Provide clear, timely updates to clients or internal stakeholders throughout the case lifecycle.
What you will need
Prior experience in banking, financial services, fintech, or payments support roles.
Strong understanding of case handling, ticket queues, SLAs, and aging management.
Excellent written and verbal communication skills, especially for client‑facing interactions.
High attention to detail and ability to follow processes, controls, and documentation standards.
Willingness to work in shift‑based operations, hybrid work set up,  including possible nights, weekends, or on‑call support.
Must have skills/tools/experience
Banking or financial services technical or helpdesk experience
Strong case/ticket handling discipline
Experience working with SLAs, queues, and aging cases
Clear written and verbal communication skills
Ability to document actions clearly and accurately
Comfort working in regulated, client‑facing environments
Willingness to follow defined processes and escalation paths
What we offer you
At FIS, you can learn, grow and make an impact in your career. Our benefits include:
Flexible and creative work environment
Diverse and collaborative atmosphere
Professional and personal development resources
Opportunities to volunteer and support charities
Competitive salary and benefits
#LI-CV1
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.
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.
#pridepass
Frequently Asked Questions
Is the salary disclosed for the Representative II, Client Contact position at fis?
The salary for this Representative II, Client Contact role at fis is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Representative II, Client Contact position at fis located?
This Representative II, Client Contact role at fis is based in PHL MANI 2305. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Representative II, Client Contact role at fis full-time or part-time?
This is listed as a Full time position. It is posted as a Representative II, Client Contact role in the FIS Global Solutions Philippines department at fis.
Which team or department does the Representative II, Client Contact at fis belong to?
This Representative II, Client Contact position is part of the FIS Global Solutions Philippines department at fis. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Representative II, Client Contact position at fis?
Click the "Apply Now" button on this page. You will be redirected to fis's official application portal hosted on workday where you can submit your application directly.
Representative II, Client Contact
fis
You'll be redirected to fis's official application page on Workday.