Makati, Metro Manila, Philippines · Hybrid
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Serve as the first point of contact for technical and operational issues affecting banking and financial services platforms. Manage the end-to-end lifecycle of client cases, including logging, investigation, and resolution within SLA guidelines.
Requires prior experience in banking, fintech, or payments support with a strong understanding of ticket handling and SLAs. Candidates must be comfortable with shift-based operations and possess excellent communication skills.
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?
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
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.
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.
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.
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.
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
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
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.
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
Unlocking financial technology. Bringing the world’s money into harmony. At FIS, we advance the way the world pays, banks, and invests. With decades of expertise, we provide financial technology solutions to financial institutions, businesses, and developers. Headquartered in Jacksonville, Florida, we’re a proud member of the Fortune 500® and the Standard & Poor’s 500® Index. Let's innovate together.
Offices: 601 Riverside Ave, Jacksonville, FL 32202, US · Little Rock , Arkansas, US · Rose Street, Edinburgh, Scotland EH2 2PR, GB · 200 Campus Dr, Collegeville, PA 19426, US · Chino Roces Ave Ext 2305, Makati, National Capital Region, PH
There are currently 126 open technology positions in Makati, Philippines listed on Clera. New openings are added daily as companies post roles.
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