Operations Analyst Senior

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Job Description

We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, we'd like to know: Are you FIS?

About the role

Provides retirement document support, consultation, and analysis of internal and external client data and processes. Handles and resolves document-related questions to complete orders and address substantive legal issues for assigned clients. Supports administrative processing tasks such as document verification, customer inquiries, and plan maintenance, all while adhering to client-specific procedures and contractual agreements within established Service Level Agreements (SLAs).

This is a senior-level support role requiring extensive proficiency and independent judgment. You'll work on multiple projects, lead customer escalations, and provide guidance and cross-training to peers.

What you will be doing

• Serve as a first-line consultant for Document Services and client inquiries.

• Complete work requests from internal departments and process incoming document orders.

• Answer inquiries via email and phone, escalating unresolved issues per guidelines.

• Ensure compliance with client-specific procedures and SLAs.

• Maintain and update customer and account information.

• Interpret and apply retirement plan language and IRS regulations.

• Escalate complex language issues to the technical consultant team.

• Participate in client calls to plan, execute, and review project status.

• Assist in developing and implementing procedures and training within the department.

• Research and resolve language-related problems and inquiries.

• Monitor workflow, conduct quality checks, and recommend process improvements.

• Stay current on industry changes affecting services provided.

• Support special projects and contribute to team meetings and planning.

What you bring

• Bachelor's degree in business or equivalent

• experience in the pension industry.

• 6+ years of experience in a business environment with a focus on retirement plans.

• Strong understanding of U.S. retirement plan requirements and ERISA provisions.

• Experience reading and interpreting legal retirement documents.

• Excellent verbal and written communication skills.

• Strong analytical, problem-solving, and organizational skills.

• Ability to work independently and collaboratively in a dynamic environment.

• Proficiency in Microsoft Office applications.

• High attention to detail and accuracy.

• Ability to manage multiple priorities and meet deadlines.

• Flexibility for occasional weekend or overtime work.

Added Bonus

• Professional or industry designations (e.g., ASPPA, NIPA, CEBS).

• Familiarity with Documents ASP system or similar platforms.

• Experience with client-facing roles and project coordination.

What we offer you

A career at FIS is more than just a job. It's a chance to shape the future of fintech. At FIS, we offer:

• A voice in the future of fintech

• Always-on learning and development

• A collaborative work environment

• Opportunities to give back

• Competitive salary and benefits

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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. 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.

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.

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