Job 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:
The Saint Petersburg FIS Chargeback Team supports our clients and their cardholders with resolving Debit and Prepaid Debit Merchant disputes and ATM/PIN disputes. Aside from a great leadership staff, the fraud/disputes group includes 40+ 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:
In this role you will be Supervising and coaching your staff to ensure all duties are performed and completed in an accurate and timely manner. Such duties include supervising day-to-day operations of the dispute resolution team to ensure the department adheres to all regulations, including federal regulations, E & Z and Visa and MasterCard dispute rules.

• Ensure staff is performing and completing duties accurately and timely
• 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.
• 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.
• Assists with sales to new clients.

Schedule:
1st Shift - Monday - Friday, 8-hour shift working between 7 am - 6 pm
Extensive training 8 am - 5 pm for up to six (6) weeks
What you bring:

• Strong leadership skills
• Superior customer service skills that build high levels of customer satisfaction
• Demonstrate a willingness to engage and develop associates
• Demonstrated analytical, organizational, interpersonal, leadership, problem-solving, decision-making, conflict resolution and negotiation skills
• Considerable knowledge of and experience (4 years) in the credit card and operations environment
• Considerable knowledge of dispute resolution processing procedures
• Knowledge of Regulation E
• Knowledge of Visa/MasterCard operating rules and regulations and federal and state regulations
• Knowledge of processes and procedures that affect debit and pre-paid debit dispute processing
• Knowledge of MS Office software, such as Word, Excel and Access database
• Excellent verbal and written communication skills
• Ability to delegate effectively
• Ability to effectively multi-task
• Ability to maintain confidentiality

Added bonus if you have:

• Experience working with Microsoft Excel Pivot tables and V-Lookups

What we offer you:

• Attractive benefits including private medical cover, dental cover, and travel insurance
• A broad range of professional education and personal development possibilities - FIS is your final career step!
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities

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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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