Fraud Support Associate I at FIS

| Houston, TX
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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.• Debit, Credit, Prepaid Debit, ATM, and Health Care Fraud Support focus:• Verifies authorizations via return calls from cardholders.• Contacts financial institutions regarding suspicious cardholder activities.• Resolves suspicious phone calls transferred from Customer Service.• May require second or third shift work.• Requires flexibility in scheduling to meet department standards.• Other related duties assigned as needed.
EDUCATION REQUIREMENTS
High school diploma or GED
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
FIS JOB LEVEL DESCRIPTION
Developing level role. Basic skills with moderate level of proficiency. Generally performs basic fraud support activities by following standard scripts and procedures. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non-complex issues to learn through experience. Typically responsible for detecting approximately $1 million in merchant fraud, errors and violations annually; 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 80%, and completing special projects in a timely fashion. Typically requires up to two years customer service experience. One or more years of financial services experience, one or more years of fraud detection experience and prior experience with fraud detection systems.
Also, overtime work is an essential function of this position. From time to time you could be required to work overtime.
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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An Insider's view of FIS

What's something quirky about your company?

We love to dance at company parties and picnics.

We love to give "High 5s" and shout-outs for people that go above and beyond and "rock!"

Wendy Graham

Training and Careeer Development

What projects are you most excited about?

I'm excited to launch our 2019 Rewards of Better Business Banker referral campaign. We'll combine the successes of our 2018 campaign with new incentives for 2019, to grow the volume of qualified referral submissions from banks. Our goal is a culture of support for account executives and bankers with easy access to tools and impactful conversations.

Diana Quetti

Channel Demand Marketing Analyst, FInancial Solutions

What is your vision for the company?

We’re passionate about being the partner for connected commerce for businesses around the world and we’re creating a company culture where colleagues grow and thrive, while having fun along the way. Our teams collaborate to seamlessly serve our global customers and each colleague plays a critical role as we proudly advance the ways the world pays.

Kelly Beatty

Senior Leader, Strategic Program Management

What are FIS Perks + Benefits

FIS Benefits Overview

Taking care of our colleagues means that our customers, company, and communities are well taken care of, too. That’s why we’re always looking for attractive benefit offerings to support our colleagues and their families. In addition to competitive medical/dental/vision plans, life insurance and disability coverage to take care of basic needs, there’s also opportunities to participate in a stock purchase plan, have 401(k) deferrals matched, receive HSA seed money, earn wellness incentives, and even have your charitable contributions matched – just to name a few.

Culture
Volunteer in local community
Some favorite local causes include Brent's Place, The Ronald McDonald House, The United Way, The Food Bank of the Rockies and Habitat for Humanity.
Partners with Nonprofits
The FIS Foundation provides more than one million dollars in grants to over 125 organizations throughout the US in: Children’s Services, Community Development, Environment & Health/Human Services.
Friends outside of work
Eat lunch together
Intracompany committees
We have Inclusion Networks which connect colleagues around gender, race/ethnicity, disability, LGBTQ+ identity, early career professionals, veteran status, and working families, to name a few!
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
A pillar of the FIS Inclusion & Diversity program, Inclusion Networks function to connect, educate and support the development of their members and promote the company’s overall goals and values.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Employees are eligible to contribute 1-40% of their annual salary on a pre-tax basis.
401(K) Matching
The company match is $.50 per $1.00 up to the first 6% of the employee contribution.
Employee Stock Purchase Plan
Employees can contribute 3-15% of their base salary & commissions to "purchase FIS stock." FIS matches 25% of contributions on a quarterly basis, one year after contributions are made.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Our generous PTO plan allows colleagues to enjoy time away from work and promotes a healthy life balance. PTO can also be used for illness days and unexpected emergencies.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks

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