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
High school diploma or GED
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 Bachelor's 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.
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.
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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