Associate II, BPS Operations Processing

Chargeback Resolution Team Member

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.

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

What you bring

• High school diploma or GED
• Prior fraud/dispute chargeback experience. Banking/financial 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

• Entry level pay
• Schedule: 8-hour shifts Monday - Friday for the first 3 months with extensive training 8am-5pm EST for up to six (3) weeks
• Flexible schedule options available after 3-month probationary period.
• 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 workspaces with dedicated and motivated colleagues

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