Job Description

Company Description

Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or hard of hearding, Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ, and Justice Impacted individuals. If you identify with any of the following communities do not hesitate to register.

Company Name: FIS Global


Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : General Equivalency Diploma Travel Percentage : 0%GENERAL DUTIES & RESPONSIBILITIES \xe2\x80\xa2 Participates in department initiatives to improve efficiencies. \xe2\x80\xa2 Remains up-to-date on changing fraud trends. \xe2\x80\xa2 Participates in special projects, e.g., card compromises, marking fraud, processing faxes, updating PRM listings, processing NR reports. \xe2\x80\xa2 May be required to attend fraud awareness meetings through several professional organizations. \xe2\x80\xa2 May train new employees on departmental procedures and processes and/or assist in ongoing training for the Risk department. \xe2\x80\xa2 When unable to resolve problems in a reasonable amount of time, escalates to appropriate resource. \xe2\x80\xa2 Meets job standards such as quality standards and adherence to schedules. \xe2\x80\xa2 Merchant Fraud Support focus: \xe2\x80\xa2 Analyzes fraud alert queues for suspicious activity. \xe2\x80\xa2 Contacts financial institutions regarding suspicious merchant deposits. \xe2\x80\xa2 Updates investigation database with financial institution responses. \xe2\x80\xa2 Conducts new merchant account reviews for suspicious activity. \xe2\x80\xa2 Makes the determination when it is appropriate to initiate an account to Investigations based on suspicious activity. \xe2\x80\xa2 Updates fraud databases as assigned. \xe2\x80\xa2 Debit, Credit, Prepaid Debit, ATM, and Health Care Fraud Support focus: \xe2\x80\xa2 Verifies authorizations via return calls from cardholders. \xe2\x80\xa2 Contacts financial institutions regarding suspicious cardholder activities. \xe2\x80\xa2 Resolves suspicious phone calls transferred from Customer Service. \xe2\x80\xa2 May require second or third shift work. \xe2\x80\xa2 Requires flexibility in scheduling to meet department standards. \xe2\x80\xa2 Other related duties assigned as needed. EDUCATION REQUIREMENTS High school diploma or GED GENERAL KNOWLEDGE, SKILLS & ABILITIES \xe2\x80\xa2 Knowledge of FIS fraud products and service offerings \xe2\x80\xa2 Knowledge of the principles, processes, procedures and trends of fraud and fraud prevention \xe2\x80\xa2 Excellent customer service skills that build high levels of customer satisfaction \xe2\x80\xa2 Working knowledge of MS Office, i.e., Excel, Word, PowerPoint and computer navigation and operation skills \xe2\x80\xa2 Effective verbal and written communication skills \xe2\x80\xa2 Detail-oriented with good organizational skills managing multiple tasks \xe2\x80\xa2 Ability to work both independently and in a team environment \xe2\x80\xa2 Ability to maintain confidentiality FIS JOB LEVEL DESCRIPTION Experienced support role. Moderate skills with high level of proficiency. Performs fraud support processing, and handles calls with cardholders and/or financial institutions regarding potential fraud. Questions and issues are predominantly routine but associate must be able to deviate from standard scripts and procedures as needed. Assists with resolving fraud-related issues within the department. Resolves escalated issues for internal and external clients. May coach and share information with associates with less experience and/or expertise. Works under close to general supervision with little latitude for independent judgment. May consult with senior peers and team leads to learn through experience. Typically responsible for detecting approximately $1 million in merchant fraud, errors and violations annually and reviewing and resolving pending investigations in client banks; or for taking up to 900 calls per month, maintaining call times of less than five minutes, maintaining a phone work time and call quality scoring average of 90%, and completing special projects in a timely fashion. Typically requires a minimum of three years customer service and/or fraud detection/support experience and prior experience with fraud detection systems. Two or more years of financial services experience and two or more years of fraud detection experience. 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. 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. #pridepass