Fraud Support Associate Ii

Company Description

Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or hard of hearding, Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ, and Justice Impacted individuals. If you identify with any of the following communities do not hesitate to register.

Company Name: FIS Global

**Job Description**:
**Position Type**: Full-time

**Type of Hire**: Experienced (relevant combination of work and education)

**Education Desired**: General Equivalency Diploma (GED)

**Travel Percentage**: 0%

**General Duties & Responsibilities**:

- Participates in department initiatives to improve efficiencies.
- Stays updated on changing fraud trends.
- Participates in special projects, such as card compromises, fraud detection, and processing reports.
- May be required to attend fraud awareness meetings through professional organizations.
- May assist in training new employees and ongoing training for the Risk department.
- Escalates problems to appropriate resources when unable to resolve them in a reasonable amount of time.
- Meets job standards, including quality 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 responses from financial institutions.
- Conducts reviews of new merchant accounts for suspicious activity.
- Determines when it is appropriate to initiate an account investigation based on suspicious activity.
- Updates fraud databases as assigned.

**Debit, Credit, Prepaid Debit, ATM, and Health Care Fraud Support Focus**:

- Verifies authorizations by returning calls from cardholders.
- Contacts financial institutions regarding suspicious activities by cardholders.
- Resolves suspicious phone calls transferred from Customer Service.
- May require second or third shift work.
- Requires flexibility in scheduling to meet department standards.

**Education Requirements**: High school diploma or GED

**General Knowledge, Skills & Abilities**:

- Knowledge of FIS fraud products and service offerings
- Knowledge of fraud prevention principles, processes, procedures, and trends
- Excellent customer service skills that build high levels of satisfaction
- Proficiency in MS Office (Excel, Word, PowerPoint) and computer navigation
- Effective verbal and written communication skills
- Detail-oriented with good organizational skills
- Ability to work independently and in a team environment
- Ability to maintain confidentiality

**FIS Job Level Description**:
This is an experienced support role. The associate performs fraud support processing and handles calls with cardholders and financial institutions regarding potential fraud. While most questions and issues are routine, the associate must be able to deviate from standard scripts and procedures when necessary. They also assist in resolving fraud-related issues within the department and handle escalated issues for internal and external clients. The associate may provide guidance to less experienced associates. They work under supervision with some latitude for judgment and may consult with senior peers and team leads. Qualifications include a minimum of three years of customer service and/or fraud detection/support experience, prior experience with fraud detection systems, and two or more years of financial services experience.

**Privacy Statement**:
FIS is committed to protecting the privacy and security of all personal information that we process to provide services to our clients. For more information about how FIS protects personal information online, please see our Online Privacy Notice.

**Sourcing Model**:
Recruitment at FIS primarily follows a direct sourcing model. While a small portion of hiring is done through recruitment agencies, we do not accept resumes from agencies that are not on our preferred supplier list. FIS is not responsible for any fees related to resumes submitted by non-preferred agencies.

**#PridePass