Fraud Support Associate I - WFH Eligible in Orlando, Atlanta, Houston

Job Description

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients, and communities. If you’re ready to start learning, growing, and making an impact with a career in fintech, we’d like to know: Are you FIS?

About the Role:
As a valued member of our team, you will be responsible for responding and resolving different consumer inquiries mainly by phone regarding banking activities. Most of the questions will be about verifying activity on credit, debit, and prepaid accounts, while others may require your critical thinking skills. You will be required to meet standards regarding quality, schedule adherence and other metrics that would be outlined during training. After you successfully mastered the skills of this role you may be tasked to provide mentoring to less experience associates.

About the team:
The Fraud team is one of our most innovative groups and is part of our Customer Interaction Management organization. Aside from a great leadership staff the group includes 30+ associates across four FIS sites that are well trained with a desire to provide superior customer service. This team is focused on crafting an incredible customer service experience for our client’s consumers. We value and expect thoughtfulness and high performance from everyone at FIS and look forward to having you on the family! At FIS we believe that our front-line associates are as important as our clients and consumers for whom we provide world-class services and support.

What you will be doing:

• Receive calls to verify activity on Credit, Debit and Prepaid cards with the cardholders and our Issuers.

• Participate in department initiatives to improve efficiencies.

• Stay up-to-date on changing fraud trends.

• Work from eligibility is based on performance and business needs; Associates will report to the office if their performance does NOT meet standards or if the client or FIS requires a return office

• Training 8 AM – 4:45 PM CST/9 AM – 5:45 PM EST for four (4) weeks Monday thru Friday

• Participant in frequent up-training to expand overall knowledge of processes and services

What you will need:

• High school diploma or GED

• 2 years of customer service experience

• Prior call center experience, banking experience is preferred

• Outstanding customer service skills (verbal and written) that foster customer satisfaction

• Excellent computer navigation and operation skills

• Ability to work independently and …