FIS jobs - Fraud Support Associate II

Position Type

Full time

Type Of Hire

Experienced (relevant combo of work and education)

Education Desired

General Equivalency Diploma

Travel Percentage

0%

General Duties & Responsibilities

• 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.
  

Education Requirements

High school diploma or GED

General Knowledge, Skills & Abilities

• 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
  

Fis Job Level Description

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.

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