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Chargeback Associate Specialist (Team Lead)
at FIS Global
Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
About the team
This position is part of our larger Chargeback Resolution department which includes our customer service and back office teams. Aside from a great leadership staff, the chargeback customer service team is made up of 40+ associates that are well trained with a desire to provide superior customer service. At FIS we believe that our front-line associates are as important as our clients and consumer for whom we provide services and support.
What you will be doing
As a team lead you will be tasked with primarily providing support to the supervisory team in the day to day operations. You will assist management in coaching and development in the areas of quality and productivity. Your responsibilities will also include responding to calls from both issuers and other departments in relation to escalated concerns. This position requires a highly motivated self-starter that understands the importance of accuracy and urgency in a call center environment. In this role you can find satisfaction in the fact that you are providing guidance to associates and serving as a role model for helping resolve serious financial issues through the outstanding service being provided.
Support institution/cardholder inquiries on exception issues
Assist the supervisor in auditing quality and providing feedback
Maintain a high standard of professionalism and customer service
Expand overall knowledge of services
Willingness to assist with special projects and other duties as assigned
Provide ongoing training to associates when needed
Address escalated issues with financial institutions and cardholders
Availability to work on Saturday 9am-3pm
What you bring
High school diploma or GED
At least 2 years prior leadership and call center experience in a high-volume environment
Excellent customer service skills (verbal and written) that foster customer satisfaction
Demonstrate a strong attention to detail
Ability to work and make decisions independently and in a team environment while maintaining confidentiality
What we offer you
Attractive benefits including employer sponsored medical, dental and vision coverage
Competitive compensation package that includes paid vacation (3 weeks), sick time (5 days) and volunteer time (8 hours)
Career advancement opportunities
A broad range of professional education and personal development possibilities – FIS is your final career step!
- Great work spaces with dedicated and motivated colleagues
With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.
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 FIS Online Privacy Notice.
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: www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and here:www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf
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.
As part of the selection process this role may require an assessment to determine suitability
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.
FIS™ is the world’s largest global provider dedicated to banking and payments technologies. With a long history deeply rooted in the financial services sector, FIS serves more than 14,000 institutions in over 110 countries. Headquartered in Jacksonville, Fla., FIS employs more than 39,000 people worldwide and holds leadership positions in payment processing and banking solutions, providing software, services and outsourcing of the technology that drives financial institutions.
Join us as we redefine secure financial technology on a global level. We’re proud to be a Fortune 500 company and the world leader in the global financial technology industry. Greatness doesn’t just happen. It takes innovation, investment and a commitment to being the best at what you do. That’s why, at FIS™, we offer more than jobs with benefits. We offer the opportunity to realize your potential, push your limits and make real contributions to the financial technology industry and the world. If you share our spirit of excellence and achievement, you’re the type of person we want working beside us. We’re an equal opportunity employer offering competitive salaries and terrific benefits in energetic work environments.
Talent, if you have it, we want it. Join the FIS Global Talent Network today!
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