JOB DESCRIPTION

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

General Equivalency Diploma

Travel Percentage :

1 - 5%

Job Description

General duties and responsibilities:

* Support institution/Cardholder inquiries on exception issues. (i.e. Status of chargeback services related work, time frames, inquiries into the resolution of fraud, etc.)

* Support the Supervisor in auditing quality and providing feedback.

* Support the Supervisor in monitoring the daily distribution of the work.

* Support Supervisor in all duties as assigned.

* Respond to calls from both issuers and all other departments in relation to escalated concerns.

* Provide ongoing training to associates when needed as well as ensuring the associates are up to date on all process modifications or rule/regulation updates.

* Complete Client Management System (CMS) requests as assigned

* Provide guidance to associates, serve as a role model

* Answer questions from Chargeback Services associates and help in training and interpretation of methods and procedures.

* Evaluate and provide feedback on individual and team performance in the area of productivity, accuracy, timeliness, quality, and losses.

* Ability to work well in a fast paced inbound call environment

* Address escalated issues with financial institutions and cardholders as needed

* Special Projects and other duties as assigned

Educational Requirements:

* High school diploma or equivalent

General knowledge, skills and abilities:

* Knowledge of Visa/MasterCard operating rules and regulations and federal and state regulations a plus

* Knowledge of processes and procedures that affect credit and debit dispute and fraud processing

* Excellent call containment skills

* Prefer knowledge of TBS, PT, and B2K systems.

* Display strong leadership and group motivation skills.

* Ability to achieve desired results through the management of various personality types

* Excellent customer service skills that build high levels of customer satisfaction

* Effective verbal and written communication skills

* Computer navigation and operation skills, including Microsoft Word and Excel

* Ability to display a high attention to detail and perform tasks with a high rate of accuracy

* Ability to manage multiple tasks and work well under strict timeframes.

* Ability to work both independently and in a team environment

* Detail-oriented with good organizational skills and strong decisions making

* Ability to maintain confidentiality

* Desire to seek advancement into the supervisor roles

* Excellent interpersonal skills to work with team members, customers and interface with other departments.

* Ability to work independently and manage processes within stringent timeframes

* Possess a positive "Team" centered attitude.

NOTE: This job description does not encompass an extensive listing of duties, tasks, and responsibilities.

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.

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Also, overtime work is an essential function of this position. From time to time you could be required to work overtime.

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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