Chargeback Associate II

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.

GENERAL DUTIES & RESPONSIBILITIES
Learns or remains current on Visa and MasterCard rules and regulations, federal and state regulations and internal procedures that affect chargeback dispute processing.
Handles all aspects of the dispute process in compliance with Visa/MasterCard, federal and state rules and regulations.
Reviews, researches and initiates the resolution of dispute inquiries from cardholders, financial institutions, merchants and internal departments. Disputes that are not processed efficiently and effectively can result in financial loss for FIS and/or merchants.
Ensures compliance with federal and state regulations in resolving billing errors.
Responds to telephone inquiries from cardholders, financial institutions and merchants regarding disputes.
When unable to resolve the problem in a reasonable amount of time, escalates to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
Handles/resolves non-posted items, retrieval projects and authorization chargeback s.
Meets the standards of the job, such as quality standards and adherence to schedule.
Other related duties assigned as needed.

EDUCATION REQUIREMENTS
Graduation

GENERAL KNOWLEDGE, SKILLS & ABILITIES
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
Excellent customer service skills that build high levels of customer satisfaction
Effective verbal and written communication skills
Computer navigation and operation skills
Detail-oriented with good organizational skills
Ability to manage multiple tasks
Ability to work both independently and in a team environment
Ability to maintain confidentiality

FIS JOB LEVEL DESCRIPTION
Skill level support role, typically require general education (not a degree). Associate or Bachelors degree is preferable; or equivalent combination of education and experience that is required for the specific job level. Require banking/financial, dispute, or fraud experience to be able to perform the job. Follow procedures while making independent decisions by following associations and regulatory rules. Regulated process that requires analytical skills to review claims and ability to multi task. Demonstrate a strong attention to detail and the ability to work and make decisions independently.