Chargeback Associate I

FIS Mabelvale , AR 72103

Posted 2 months ago

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

High School Diploma

Travel Percentage :

0%

Job Description

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

This position is part of our larger Chargeback Resolution department which includes our customer service and back office teams. Aside from a great leadership staff, the fraud/disputes group includes 40+ associates that are well trained with a desire to provide superior customer service. At FIS we believe that our front-line associates are as important as our clients and consumer for whom we provide services and support.

What you will be doing

As a valued member of our team you will be responsible accurately processing and resolving dispute inquiries in a call center environment. Most of the questions will be routing, while others may require your critical thinking skills which may require deviation from standard procedures. You will be required to meet standards regarding quality, schedule adherence and other metrics that would be outlined during training. After you successfully mastered the skills of this role you may be tasked to provide mentoring to less experience associates.

  • Handling all aspects of the fraud/disputes process

  • Learn and remain current on Visa/MasterCard, federal and state regulations

  • Review, research and initiates the resolution of fraud/dispute inquiries

  • Follow up on escalated issues with coaching and mentoring to learn appropriate solutions

  • Expand overall knowledge of services

  • Resolving non-posted items, retrieval projects and authorization chargebacks

  • Extensive training 8am-5pm for up to three (3) weeks

  • Working 8-hour shift between 7am

  • 8pm Monday through Friday, Saturday 8am-2pm

What you bring

  • High school diploma or GED

  • Prior fraud/dispute chargeback experience

  • Excellent customer service skills (verbal and written) that foster customer satisfaction

  • Knowledge of processes and procedures that affect credit/debit and pre-paid debit disputes

  • Ability to work independently and in a team environment while maintaining confidentiality

What we offer you

  • Attractive benefits including employer sponsored medical, dental and vision coverage

  • Competitive compensation package that includes paid vacation (3 weeks), sick time (5 days) and volunteer time (8 hours)

  • Career advancement opportunities

  • A broad range of professional education and personal development possibilities

  • FIS is your final career step!
  • Great work spaces with dedicated and motivated colleagues

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.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Servise Associate IConsumer

FIS

Posted 2 months ago

VIEW JOBS 10/8/2020 12:00:00 AM 2021-01-06T00:00 Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : General Equivalency Diploma Travel Percentage : 0% Job Description GENERAL DUTIES & RESPONSIBILITIES * Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department. * Processes a high volume of consumer inquiries of FIS products and services and resolves a targeted percentage of those inquiries. * Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems. * When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge. * Tracks and documents inbound support requests and ensures proper notation of customer problems or issues. * Updates customer information and ensures accurate entry of contact information. * Meets standards of job, such as quality standards, adherence to schedule and average handle time. * May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer. * Other related duties assigned as needed. EDUCATION REQUIREMENTS High school diploma or GED GENERAL KNOWLEDGE, SKILLS & ABILITIES * Knowledge of the company's products, services and business operations to enable resolution of customer inquiries * Excellent customer service skills that build high levels of customer satisfaction * Excellent verbal and written communication skills * Computer navigation and operation skills * Demonstrates effective people skills and sensitivities when dealing with others * Ability to work both independently and in a team environment FIS JOB LEVEL DESCRIPTION Entry level role. Basic skills with moderate level of proficiency. Generally performs a high volume of basic customer service inquires about FIS' products and services 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 requires six months or more experience in a call center or customer service-related job in a service industry. One or more years financial services experience is preferable. 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. FIS Mabelvale AR

Chargeback Associate I

FIS