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Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

General Equivalency Diploma

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:

The FIS Retail Payments Fraud Operations team is made up individuals who are passionate about reducing consumer fraud within our partner financial institution’s client base. Our primary goal is to maximize our financial institution’s consumer experience while simultaneously limiting exposure to fraud losses across the products we support.

Please note: This is a full-time position with a required hybrid schedule, onsite T, W, Th @ BDOC

Hours: Monday - Friday 8:00 am to 5:00 pm, or 9:00am to 6:00pm

Current and future sponsorship are not available for this position

About the team:

The Retail Payments Fraud Operations team supports fraud transaction monitoring for Retail Digital Payments products for many of financial institutions, primarily BillPay and Zelle, and also Business ACH and Wire payments. A primary job function is working Zelle fraud disputes.

What you will be doing:

In this role, you will be responsible for:

• Participates in department initiatives to improve efficiencies.
• Remains up to date on changing fraud trends.
• May train new employees on departmental procedures and processes and/or assist in ongoing training for the 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.
• Analyzes fraud alert queues for suspicious activity.
• Contacts financial institutions regarding suspicious payment activity.
• Updates investigation database with financial institution responses.

• Conducts research to identify possible threats and minimize exposure to financial loss.
• Assists to implement new and optimized processes and procedures.
• Oversees policies, programs and other company-wide efforts designed to prevent, detect, identify and resolve fraudulent activity by customers, potential customers and outside agents.
• Reviews high risk transactions and perform research to identify fraudulent versus legitimate consumer activity.
• Identifies trends and patterns in fraud activity and suggests rule/policy changes to assist with preventing fraud losses.
• Consults with clients on best practices, processes and procedures to prevent financial losses from fraud; answers incoming client inquiries.
• Fact-gathering liaison with other FIS functions and clients.
• Support focus for the following Retail Payments: Bill Pay, Zelle, People Pay and External Transfers.
• Recovery efforts on Zelle and Bill Pay fraud.
• Zelle Dispute process

• Requires flexibility in scheduling to meet department standards.
• Other related duties assigned as needed.

What you bring:

• Knowledge of the principles, processes, procedures and trends of fraud and fraud prevention

• Knowledge of Zelle, previous experience working with Zelle.
• 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
• Excellent 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
• Strong demonstrated ability to exercise independent judgement

• Demonstrated analytical, organizational, interpersonal, team building, problem-solving, decision-making, conflict resolution and negotiation skills
• Required work hours: M-F 8-5 or 9-6
• Overtime required: N/A
• Weekends required: N/A
• Travel percentage for this role: N/A

Added Bonus if you have:

Preferably an associate or bachelor’s Degree with a minimum of three years customer service and/or fraud detection/support experience and prior experience with fraud detection systems. Two or more years of financial services experience and/or two or more years of fraud detection experience preferred.

What we offer you:

A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back
• Competitive salary and benefits

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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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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