Chargeback Associate Senior

**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combo of work and education)
**Education Desired**:
General Equivalency Diploma
**Travel Percentage**:
5 - 10%
At FIS, our technology and our people are moving forward. We advance the way the world pays, banks and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If you’re ready to grow your career and make an impact in fintech, we have one question: Are you FIS?

**About the role**:
As a Chargeback Associate in the Major Relationship team you play an integral role in supporting our biggest customers and internal business partners with chargeback/Dispute queries. You’ll the review, research, and investigate major incidents impacting our customers and Dispute Operations/ You will be partnering and with the Business Integration Team and Dispute Operations to resolve incidents and alerts.

**What you will be doing**:

- Learns or remains current on Visa and MasterCard rules and regulations, federal and state regulations and internal procedures that affect chargeback dispute processing.
- Learns or remains current on Dispute related processes and products.
- 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.
- Proactive review of our customers dispute profile and the provision of feedback to customers and internal stakeholders through both informal and informal methods.
- Appropriate engagement with customers through regular calls.
- Ensures compliance with federal and state regulations in resolving billing errors.
- The delivery of dispute best practice sessions with customers through appropriate presentation method, including in person where appropriate.
- 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 chargebacks.
- Meets the standards of the job, such as quality standards and adherence to schedule.
- Other related duties assigned as needed.

**What you bring**:

- 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

**What we offer you**:

- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
- A modern, international work environment and a dedicated and motivated team
- A broad range of professional education and personal development possibilities - Worldpay from FIS is your final career step
- A competitive salary and benefits
- A variety of career development tools, resources and opportunities.

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**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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