Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES:

2ND SHIFT AVAILABLE (2PM-10:30 PM, 2:30 PM-11PM, 3:30PM-12AM) WITH WEEKDAYS OFF. SCHEDULE IS CONFIRMED AT TIME OF OFFER AND TIME AND DAYS OFF CAN BE CHOSEN BY CANDIDATE.

• 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.
• OVERTIME WORK IS AN ESSENTIAL FUNCTION OF THIS POSITION. FROM TIME TO TIME YOU COULD BE REQUIRED TO WORK OVERTIME.

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
• Effective written and verbal communication skills.
• Requires good attention to detail. Requires good working knowledge of MS Office (Excel, Word, PowerPoint).
• Previous experience with fraud detection systems preferred.

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.

EEO / AA Employer

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 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.

Company Description

FIS is a leading provider of technology solutions for merchants, banks and capital markets firms globally. Our employees are dedicated to advancing the way the world pays, banks and invests by applying our scale, deep expertise and data-driven insights. We help our clients use technology in innovative ways to solve business-critical challenges and deliver superior experiences for their customers. Headquartered in Jacksonville, Florida, FIS ranks #241 on the 2021 Fortune 500 and is a member of Standard & Poor's 500® Index. We never lose sight that FIS succeeds only when our clients succeed. This drives our commitment to thought leadership, operational excellence and innovation that champions our clients’ business and keeps them competitive in today’s dynamic and challenging industry environment. We help our clients transform disruption into opportunity, giving them the tools needed to thrive not just today, but in tomorrow’s financial world.