Fraud Support Associate I - Job ID #: JR62177 - Functional Area: Customer Service and Call Center - Position Type: Full-Time Regular - Experience Desired: At least 1 year - Education Desired: High School Diploma or equivalent - Primary Location: US-Florida-Saint Petersburg 11601 Roosevelt Blvd-F262 - Secondary Location(s): - Travel Percentage: 0.00 - Relocation Provided: No - Position Responsibilities/Requirements Look no further! FIS, a Fortune 300 company, is looking for top talent in the Tampa Bay area. This is the career opportunity for you!! Aside from offering a challenging and exciting position, with the world's #1 provider of financial technology and services, we also offer competitive benefits and salary. Selected candidates will have the option of enrolling into medical, dental and vision coverage within their first month of employment. Our benefits package also includes three (3) weeks of paid vacation yearly. Job Summary: This position is responsible for taking 90-110 Inbound calls daily from both Cardholders and Financial Institutions. Schedule: Training will be 8:00am to 4:30pm Monday through Friday for 3.5 weeks. The regular work schedule is based on availability and will be presented at the time of selection. Candidates will need to be flexible/available to work during the groups operating hours. Essential duties & Responsibilities: Receive calls to verify activity on Credit, Debit and Prepaid cards with the cardholders and our Issuers. Excellent oral and written communication skills. Ability to work independently without close supervision. Ability to work effectively in a multi-task, high volume environment. Self-Motivated and results-oriented. Capable of prioritizing and meeting deadlines. Professional demeanor in dealing with internal and external customers is essential. Fraud experience in card operations preferred. Participate in department initiatives to improve efficiencies. Must stay up-to-date on changing fraud trends. Potential to advance to analyzing fraud alerts to identify potential fraudulent use on Credit, Debit and Prepaid cards. General knowledge, skills and abilities: Knowledge of federal and state regulations and laws regarding fraud-related issues. Knowledge of FIS' fraud products and service offerings. Knowledge of the principles, processes, procedures, and trends of fraud and fraud prevention. Excellent customer service skills that build high levels of customer satisfaction. Working knowledge of MS Office (i.e., Excel, Word, PowerPoint). 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. EDUCATION/EXPERIENCE/SKILLS: High School Degree or equivalent required. 2 years customer service experience. Previous experience with fraud detection systems preferred. Effective written and verbal communication skills. Requires good attention to detail. Requires good working knowledge of MS Office (Excel, Word, PowerPoint). Other Requires flexibility in scheduling to meet department standards. Entry level role. Basic skills with moderate level of proficiency. Generally, performs basic fraud support activities 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, responsible for handling around 2,400 calls per month maintaining call handling times of less than 4 minutes, maintaining a phone work time and call quality scoring average of 94% and completing special projects in a timely fashion. Typically requires up to two years customer service experience. One or more years of financial services experience, one or more years of fraud detection experience, and prior experience with fraud detection systems are preferred. With a 50-year history rooted in the financial services industry, FIS is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poors 500® Index. 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 FIS Online Privacy Notice. 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: www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and here:www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf 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. As part of the selection process this role may require an assessment to determine suitability 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. 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.