Job Description

GENERAL DUTIES & RESPONSIBILITIES
* Learns or remains current on Visa and MasterCard rules and regulations, federal and state regulations and internal procedures that affect chargeback dispute processing.
* Handles all aspects of the dispute process in compliance with Visa/MasterCard, federal and state rules and regulations.
* Reviews, researches and initiates the resolution of dispute inquiries from cardholders, financial institutions, merchants and internal departments. Disputes that are not processed efficiently and effectively can result in financial loss for FIS and/or merchants.
* Ensures compliance with federal and state regulations in resolving billing errors.
* Responds to telephone inquiries from cardholders, financial institutions and merchants regarding disputes.
* When unable to resolve the problem in a reasonable amount of time, escalates to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
* Handles/resolves non-posted items, retrieval projects and authorization chargeback's.
* Meets the standards of the job, such as quality standards and adherence to schedule.
* Other related duties assigned as needed.

EDUCATION REQUIREMENTS
High school diploma or GED

GENERAL KNOWLEDGE, SKILLS & ABILITIES
* Knowledge of Visa/MasterCard operating rules and regulations and federal and state regulations
* Knowledge of processes and procedures that affect credit, debit and pre-paid debit dispute processing
* Excellent customer service skills that build high levels of customer satisfaction
* Effective verbal and written communication skills
* Computer navigation and operation skills
* Detail-oriented with good organizational skills
* Ability to manage multiple tasks
* Ability to work both independently and in a team environment
* Ability to maintain confidentiality

FIS JOB LEVEL DESCRIPTION
Entry level role. Basic skills with moderate level of proficiency. Generally performs basic chargeback/dispute resolution processing and handles dispute inquires by following standard scripts and procedures. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non-complex issues to learn through experience. Typically authorized to make decisions regarding items under $500 without receiving approval from a team lead or supervisor. Typically requires one or more years customer service experience. One or more years financial services experience and prior chargeback/dispute experience are preferable.

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Vaccination Requirements

All employees must be fully vaccinated against COVID-19 on or before December 31, 2021. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.

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 .

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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