Product Support Representative II

3 weeks ago


Manila, National Capital Region, Philippines FIS Global Solutions Philippines, Inc. Full time

About the role:

As a Product Support Representative, you will work with FIS clients to provide in-depth product support. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance, or product application. Perform validations using mathematical and statistical knowledge & risk domain.

WHAT YOU WILL DO:

Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters.Work in areas of Asset liability management, Interest Rate Risk, Liquidity Risk. IRRBBSupport the production of internal and external global client on liquidity regulatory reporting (LCR, ALMM, NSFR, IRR, Funding Plan).Devises or modifies procedures to solve complex problems considering computer equipment capacity and limitations, operation time and form of desired results.Provide solutions to client issues through the inbuild financial and application knowledge.Assist clients in resolving application-related issues promptly and effectively, ensuring their concerns are addressed.Anticipate evolving client needs and develop strategies to meet those needs.Participate in incident management process and coordinate until issues are resolved and RCAs are delivered.Ensure comprehensive handover from Professional Services team to Client Services of new projects.Report new or recurring problems to product management and/or product development departmentsProvides in-depth product support to FIS clients by resolving incoming inquiries.Responds to customer product inquiries via telephone or in written internet-based email or chat sessions.Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.Documents customer information and recurring technical issues to support product quality programs and product development.Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes. WHAT YOU BRING:1 to 3 years' experience in Risk Management preferably Banking and Insurance Sector.Knowledge of valuations of Banking products like Bonds, loans, deposits, saving accounts, REPO, and reverse REPO style instruments etcKnowledge of Derivatives like FRA, Interest Rate Derivatives, Swaps, Futures, Options etc.Knowledge of LCR & NSFR, Liquidity Risk ratios for the BankBasic concepts of Market Risk measure, Value at Risk (VaR), Estimated Shortfall, Sensitivities, Back testing.Knowledge of Bank balance sheet management, cashflow generation, Regulations around Asset Liability Management (ALM).Basic Knowledge on Microsoft SQL Database, general SQL queries, RDBMS, data structures, Analysis services, Cube.Prior banking experience preferredStrong analytical, organizational and time management skillsYou are an excellent communicator and strong problem-solverKnowledge of FIS products a plus WHAT WE OFFER:A modern, international work environment and a dedicated and motivated teamA competitive salary and benefitsA variety of career development tools, resources, and opportunitiesTime to support charities and give back in your community.A fantastic range of benefits designed to help support your lifestyle and wellbeing.Great workspaces with dedicated and motivated colleaguesA broad range of professional education and personal development opportunitiesA work environment built on collaboration, flexibility, and respect.

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