FIS JOB LEVEL DESCRIPTION
Senior support level role. Highly-skilled with extensive 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. Handles situations which may require adaptation of response or extensive research. May require advanced problem solving. Plays a lead role in escalations. Resolves fraud-related issues within the department. Resolves escalated issues for internal and external clients. Coaches and shares information with professionals with less experience and/or expertise. Creates procedures for risk support processes. Works under general supervision with some latitude for independent judgment. Typically responsible for taking up to 800 calls per month, maintaining call times of less than five minutes, maintaining a phone work time and call quality scoring average of 97%, and completing special projects in a timely fashion. Typically requires a minimum of five years customer service and/or fraud support experience and prior experience with fraud detection systems. Two or more years of financial services experience and two or more years fraud detection experience.

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Also, overtime work is an essential function of this position. From time to time you could be required to work overtime.

Job Description

GENERAL DUTIES & RESPONSIBILITIES
• Participates in department initiatives to improve efficiencies.
• Remains up-to-date on changing fraud trends.
• Participates in special projects, e.g., card compromises, marking fraud, processing faxes, updating PRM listings, processing NR reports.
• May be required to attend fraud awareness meetings through several professional organizations.
• May train new employees on departmental procedures and processes and/or assist in ongoing training for the Risk department.
• When unable to resolve problems in a reasonable amount of time, escalates to appropriate resource.
• Meets job standards such as quality standards and adherence to schedules.
• Merchant Fraud Support focus:
• Analyzes fraud alert queues for suspicious activity.
• Contacts financial institutions regarding suspicious merchant deposits.
• Updates investigation database with financial institution responses.
• Conducts new merchant account reviews for suspicious activity.
• Makes the determination when it is appropriate to initiate an account to Investigations based on suspicious activity.
• Updates fraud databases as assigned.
• Verifies authorizations via return calls from cardholders.
• Contacts financial institutions regarding suspicious cardholder activities.
• Resolves suspicious phone calls transferred from Customer Service.
• Requires flexibility in scheduling to meet department standards.
• Other related duties assigned as needed.

EDUCATION REQUIREMENTS
Bachelor’s degree in business, criminal justice or other related discipline or the equivalent combination of education, training, or work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES
• 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 and computer navigation and operation skills
• Effective verbal and written communication skills
• Detail-oriented with good organizational skills managing multiple tasks
• Ability to work both independently and in a team environment
• Ability to maintain confidentiality