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Chargeback Associate I

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

This position is part of our larger Chargeback Resolution department which includes our customer service and back office teams. Aside from a great leadership staff, the chargeback customer service team is made up of 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

As a valued member of our team you will be tasked with addressing inbound calls from cardholders and clients regarding dispute and fraud cases. Most of calls will require your critical thinking skills while adhering to regulations and established standard procedures. You will be required to meet standards regarding quality, schedule adherence and productivity as outlined during training. In this role you can find satisfaction in the fact that you a helping resolve serious financial issues through the outstanding service being provided.

  • Handling inbound calls gathering detailed information from callers
  • Support cardholder's chargeback rights
  • Maintain a high standard of professionalism and customer service
  • Expand overall knowledge of services
  • Willingness to assist with special projects and other duties as assigned
  • Extensive training 8am-5pm for up to six (6) weeks
  • 10-hour shift on Monday, 8-hour shift working between 8am - 9pm Tuesday through Friday
  • Availability to work on Saturday 9am-3pm
What you bring
  • High school diploma or GED
  • At least 6 months prior call center experience in a high-volume environment
  • Excellent customer service skills (verbal and written) that foster customer satisfaction
  • Demonstrate a strong attention to detail
  • Ability to work and make decisions independently and in a team environment while maintaining confidentiality

What we offer you
  • Attractive benefits including employer sponsored medical, dental and vision coverage
  • Competitive compensation package that includes paid vacation (3 weeks), sick time (5 days) and volunteer time (8 hours)
  • Career advancement opportunities
  • A broad range of professional education and personal development possibilities - FIS is your final career step!
  • Great work spaces with dedicated and motivated colleagues

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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