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Keywords / Skills : Fraud Support Associate, FIS fraud products, service offerings, Customer Service

Posted: 2019-10-17

Customer Service/Call Centre/BPO
Posted On
17th Oct 2019
Job Ref code
Job Description
Job Description :

• 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.

High school diploma or GED

• 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

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.

About Company

With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index. 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 FIS Online Privacy Notice.

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 and here

For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) 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.

As part of the selection process this role may require an assessment to determine suitability
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