Job Description
We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, we'd like to know: Are you FIS?
About the role: This is a leadership role and will be responsible for training new Chargeback Associates and effectively handling escalated issues. Follows up on escalated issues with the appropriate coaching and mentoring in order to reach appropriate solutions and expand overall knowledge. This role requires expert level knowledge on current processes and procedures on Quest Visa and MasterCard, and federal and state rules and regulations. Must have knowledge of processes and procedures that affect credit, debit and pre-paid debit dispute processing. This role requires the ability to be able to review, research and initiate resolution of dispute inquires from cardholders.
About the team: Currently the team consists of 5 processors who communicate throughout the day and work very closely together utilizing Microsoft Teams. The team works collaboratively to meet daily deadlines. While the team currently works remotely, we anticipate the team working on site by year end.
What will you be doing?

• You will be responsible for learning any new regulations and staying current on Quest Visa and MasterCard rules and regulations, federal and state regulations and internal procedures that affect chargeback dispute processing.
• You will handle all aspects of the EBT dispute and Bank Tie processes in compliance with QUEST, Visa/MasterCard, federal and state rules and regulations.
• Reviews, researches and initiates the resolution of dispute inquiries from cardholders, financial institutions, merchants and internal departments. Disputes that are not processed efficiently and effectively can result in financial loss for FIS and/or merchants.
• Ensures compliance with federal and state regulations in resolving billing errors.
• Responds to telephone inquiries from cardholders, financial institutions, and merchants regarding disputes.
• When unable to resolve the problem in a reasonable amount of time, escalates to the appropriate resource.
• Handles/resolves non-posted items, retrieval projects and authorization chargebacks.
• Meets the standards of the job, such as quality standards and adherence to schedule.
• Other related duties assigned as needed.

What you will need:

• High school diploma or GED
• 2 -4+ years of chargeback experience
• This person must be able to work well with the management team
• Must be able to work effectivlyunder pressure
• Knowledge of QUEST, Visa/MasterCard operating rules and regulations and federal and state regulations
• Knowledge of processes and procedures that affect credit, debit and pre-paid debit dispute processing
• Excellent customer service skills that build high levels of customer satisfaction
• 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

What we offer: At FIS, you can grow your career as far as you want to take it. Here's what else we offer:

• Opportunities to make an impact in fintech
• Personal and professional learning
• Inclusive, diverse work environment
• Resources to give back to your community
• Competitive salary and benefits

Also, overtime work is an essential function of this position. From time to time you could be required to work overtime.
Vaccination Requirements
Notice to all US applicants: All employees must be fully vaccinated against COVID-19. 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.
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