Fraud Support Associate I at FIS: Powering the World's Economy

Are you ready to launch a career in fintech with a global leader? FIS, a Fortune 500 company, is seeking dedicated and customer-focused individuals to join our Fraud Support team as Fraud Support Associate I. At FIS, we champion diversity and innovation to deliver the best products and solutions for our colleagues, clients, and communities. If you're eager to learn, grow, and make a tangible impact, FIS welcomes you.

Role Overview

As a Fraud Support Associate I, you will be a vital part of our Customer Interaction Management organization, specifically within the Fraud team. Your primary responsibility will be responding to and resolving consumer inquiries, primarily via phone, concerning banking activities. This includes verifying activity on credit, debit, and prepaid accounts and utilizing your critical thinking skills to address a variety of customer concerns. You will be expected to meet rigorous standards for quality and schedule adherence, as outlined during your comprehensive training. As you gain experience and expertise, you may have the opportunity to mentor less experienced associates.

A Day in the Life

Here’s a glimpse into what your typical day as a Fraud Support Associate I might look like:

• Handling Inbound Calls: You'll receive calls from cardholders and issuers to verify activity on their Credit, Debit, and Prepaid cards. This involves carefully listening to the customer's concerns, gathering relevant information, and using your knowledge of fraud trends to assess the situation.
• Verifying Cardholder Information: You'll need to accurately verify the identity of the cardholder to protect against unauthorized access. This may involve asking security questions or reviewing account details.
• Investigating Potentially Fraudulent Activity: You'll analyze transaction data to identify suspicious patterns or anomalies. This requires a keen eye for detail and the ability to think critically.
• Documenting Interactions: You'll meticulously document all call interactions, including the nature of the inquiry, the steps taken to resolve it, and any relevant findings.
• Escalating Complex Issues: When faced with complex or unusual situations, you'll escalate them to senior team members or fraud specialists for further investigation.
• Staying Up-to-Date: The world of fraud is constantly evolving, so you'll need to stay abreast of the latest trends and techniques to effectively protect our customers.
• Participating in Team Initiatives: You'll contribute to department initiatives aimed at improving efficiencies and enhancing the customer experience.

Why Milwaukee and Little Rock?

FIS has strategically chosen Milwaukee, Wisconsin and Little Rock, Arkansas as key locations for our Fraud Support teams. Both cities offer a unique blend of professional opportunities and quality of life.

Milwaukee, with its rich history and vibrant culture, boasts a thriving financial services sector and a strong talent pool. The city offers a diverse range of attractions, from world-class museums to beautiful lakefront parks. Little Rock, the capital of Arkansas, is a growing metropolitan area with a lower cost of living than many other major cities. It offers a friendly community, excellent schools, and access to outdoor recreation.

Both locations provide a supportive environment for career growth and development, with access to training programs and mentorship opportunities within FIS.

Career Path

The Fraud Support Associate I role is an excellent starting point for a rewarding career at FIS. As you gain experience and demonstrate your skills, you can advance to roles such as:

• Fraud Support Associate II: Taking on more complex cases and mentoring new team members.
• Fraud Analyst: Analyzing fraud trends, developing prevention strategies, and working with law enforcement.
• Team Lead: Supervising a team of Fraud Support Associates and ensuring they meet performance goals.
• Quality Assurance Specialist: Monitoring calls and providing feedback to ensure quality standards are met.
• Trainer: Developing and delivering training programs for new and existing Fraud Support Associates.

FIS is committed to providing its employees with opportunities for professional growth and development. We offer a variety of training programs, mentorship opportunities, and career development resources to help you achieve your goals.

Salary & Benefits

The pay for this role is $17.51 per hour. In addition to competitive pay, FIS offers a comprehensive benefits package that includes:

• Medical, Dental, and Vision Coverage: Comprehensive health insurance plans to meet your needs.
• Paid Time Off (PTO): Generous time off for vacation, sick leave, and personal matters.
• Paid Holidays: Paid time off for major holidays.
• 401(k) Retirement Plan with Company Match: Save for your future with a company-matched retirement plan.
• Employee Stock Purchase Plan (ESPP): Invest in FIS and share in our success.
• Life Insurance: Protection for you and your family.
• Disability Insurance: Income protection in case of disability.
• Health Savings Account (HSA): Save for healthcare expenses with tax advantages.
• Flexible Spending Account (FSA): Set aside pre-tax dollars for eligible expenses.
• Employee Assistance Program (EAP): Confidential support for personal and work-related issues.
• Tuition Reimbursement: Invest in your education with tuition reimbursement.
• Professional Development Opportunities: Access to training and development programs to enhance your skills.
• Wellness Programs: Programs to promote your physical and mental well-being.
• Employee Discounts: Discounts on various products and services.

FIS Culture

At FIS, we foster a culture of innovation, collaboration, and inclusivity. We believe that our employees are our greatest asset, and we are committed to providing them with a supportive and rewarding work environment. We value diversity and inclusion and strive to create a workplace where everyone feels welcome and respected. We encourage our employees to contribute to their communities and provide resources for them to do so.

How to Apply

If you are a motivated and customer-focused individual with a passion for fraud prevention, we encourage you to apply for the Fraud Support Associate I position at FIS. To apply, please visit our careers website at [FIS Careers Link] and search for the Fraud Support Associate I position in Milwaukee, WI or Little Rock, AR.

Frequently Asked Questions (FAQ)

1. What is FIS?

   FIS is a leading provider of technology solutions for merchants, banks and capital markets firms globally. Our 55,000 people are dedicated to advancing the way the world pays, banks and invests by applying our scale, global presence and the depth of our knowledge.

2. What are the working hours for this position?

   The work schedule will be an eight (8) hour shift between 7am-midnight with non-consecutive off days.

3. Where will training take place?

   Training will be conducted onsite.

4. What is the duration of the training period?

   Training will last for four (4) weeks.

5. What kind of experience is preferred for this role?

   Prior call center or banking experience is preferred but not required. Strong customer service skills and computer proficiency are essential.

6. What are the opportunities for advancement at FIS?

   FIS offers a variety of career paths for its employees. You can advance to roles such as Fraud Support Associate II, Fraud Analyst, Team Lead, Quality Assurance Specialist, or Trainer.

7. Does FIS offer benefits for part-time employees?

   Benefits eligibility varies depending on the number of hours worked per week. Please inquire with HR for more information.

8. What is the dress code at FIS?

   The dress code at FIS is business casual.

9. How does FIS support diversity and inclusion?

   FIS is committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We have a variety of employee resource groups and initiatives to promote diversity and inclusion.

10. What is the company culture like at FIS?

    FIS fosters a culture of innovation, collaboration, and inclusivity. We believe that our employees are our greatest asset, and we are committed to providing them with a supportive and rewarding work environment.