Job Description
GENERAL DUTIES & RESPONSIBILITIES• Supervises and coaches staff to ensure all duties are performed and completed in an accurate and timely manner.• Assists staff with inquiries from external clients and other FIS departments. Resolves escalated issues for team.• Compiles and analyzes dispute data to monitor department statistics and provide reports to management.• Maintains extensive knowledge of Visa and MasterCard rules, federal regulations and internal systems.• Ensures deadlines are met and reallocates workloads as appropriate.• Works with manager to establish service and quality standards and ensures these are met.• May assist manager with budgeting and financial forecasting for department.• Coaches team on setting goals, and conducts employee performance reviews.• Works with management to make personnel changes.• Addresses disciplinary issues with staff and escalates to management as needed.• Approves timecards, overtime and time off requests.• Monitors and implements procedural and system changes affecting the department.• Trains new and experienced staff on procedures and systems.• Assists with sales to new clients.• Other related duties assigned as needed.
EDUCATION REQUIREMENTS
High school diploma or GED
GENERAL KNOWLEDGE, SKILLS & ABILITIES• Considerable knowledge of the credit card operations environment• Considerable knowledge of dispute resolution processing procedures• Knowledge of 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• Knowledge of MS Office software, such as Word, Excel and Access database• Knowledge of Visa/MasterCard interchange qualification processing and pricing structure• Excellent customer service skills that build high levels of customer satisfaction• Excellent verbal and written communication skills• Demonstrated analytical, organizational, interpersonal, leadership, problem-solving, decision-making, conflict resolution and negotiation skills• Ability to manage multiple tasks• Ability to maintain confidentiality
FIS JOB LEVEL DESCRIPTION
Supervisory/developing management role. Works under general direction of chargeback management. Typically supervises a team of ten to twenty Chargeback Associates and Chargeback Support Associates. Typically requires a minimum of four years credit, debit and/or fraud dispute resolution experience. Typically requires two or more years supervisory or team leadership 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.
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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