Fraud Support Associate

Published
April 14, 2019
Location
Brown Deer, WI
Job Type

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 Fraud Alert Management team. Aside from a great leadership staff, the group includes 50+ 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 for addressing calls from consumers, clients, and merchants. Typical inquiries will be to verify activity on credit, debit and prepaid cards. Most of the questions will be about authorizations, while others may require your critical thinking skills. 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 fewer experience associates.

  • Addressing a high volume of inbound calls
  • Using resources to troubleshoot and appropriately resolve customer inquiries
  • Document and update fraud databases
  • Follow up on escalated issues with coaching to learn appropriate solutions
  • Expand overall knowledge of services
  • Resolve suspicious phones calls
  • Extensive training 8am-4: 30 pm for three and a half (3.5) weeks 

What You Bring

  • High school diploma or GED
  • Prior call center experience; banking experience is preferred
  • Excellent customer service skills (verbal and written) that foster customer satisfaction
  • Intermediate computer navigation and operation skills
  • Ability to work independently and in a team environment 

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

The EEO Is The Law Poster Is Available Here

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.

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 the 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.

Company Description

FIS™ is a global leader in financial services technology, with a focus on retail and institutional banking, payments, asset and wealth management, risk & compliance, consulting and outsourcing solutions. Through the depth and breadth of our solutions portfolio, global capabilities and domain expertise, FIS serves more than 20,000 clients in over 130 countries. Headquartered in Jacksonville, Fla., FIS employs more than 55,000 people worldwide and holds leadership positions in payment processing, financial software and banking solutions. Providing software, services and outsourcing of the technology that empowers the financial world, FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.

FIS has also been named the No. 1 overall financial technology provider in the annual FinTech 100 rankings. Despite these achievements, we never lose sight of the fact that it’s our clients that make us successful. That’s why FIS’ commitment to operational excellence and client satisfaction is at the forefront of our business strategies and top of mind with every decision we make.

FIS continually strives to give every client a voice and listen and respond to their needs. With a focus on innovation, new product development and enhancements, FIS is positioned to help our clients be more competitive and address their business challenges and strategic goals. We take information security very seriously and provide industry-leading secure and reliable solutions. At FIS, we are committed to protecting the assets of our clients and their customers.