Credit Card Dispute Representatives - 10a-6:30p, M-F

LOCATION US-FL-St. Petersburg/Clearwater STATUS Full Time, Employee JOB CATEGORY Customer Support/Client Care COMPANY Fidelity National Information Services Fidelity National Information Services, Inc. (NYSE:FIS) is a leading provider of core financial institution processing, card issuer and transaction processing services, mortgage loan processing and related information products and outsourcing services to financial institutions, retailers, mortgage lenders and real estate professionals. FIS has processing and technology relationships with 35 of the top 50 global banks, including nine of the top ten. Nearly 50 percent of all U.S. residential mortgages are processed using FIS software. Headquartered in Jacksonville, Florida, FIS maintains a strong global presence, serving over 7,800 financial institutions and over 100,000 retailers in more than 60 countries worldwide. Credit Card Dispute Representatives - 10a-6:30p, M-F QUALIFICATIONS Spanish speakers preferred but not required Strong ability to de-escalate customer emotions and retain customer through positive interactions  Excellent verbal and written communications skills.  Knowledge of MC & Visa rules & regulations and Federal Regulation Z  Knowledge of TBS system  Strong decision-making skills and ability to multi-task  Ability to pay attention to details, perform work accurately, and make independent decisions  Extremely reliable with solid overall attendance record and performance review  Ability to work well in a fast paced in-bound call environment EDUCATION and/or EXPERIENCE  High School diploma  Previous customer service experience in credit card industry desired  Experience using all platforms including Base 2000, TBS, and Pass Thru.  Disputes or Fraud experience preferred  Familiar with Regulation E and Regulation Z RESPONSIBILITIES Answer incoming telephone calls from VISA/MasterCard cardholders, issuing institutions, and merchants and provide desired account information in an accurate and timely manner  Determine proper reason code for charge back and enter required information in database  Handle and resolve customer escalation calls and correspondence with a sense of urgency  Adhere to prescribed department standards while maintaining a professional demeanor and providing excellent service to the customer  Be willing to assist with special projects or other duties as assigned  Ensure timeliness of work due to time sensitive deadlines  Use of additional technology – i.e. AS400  Maintain departmental production standards  Open new fraud/dispute cases, detailing all transaction information, performing balance transfers and retrieval requests  Balance fraud accounts when all activity has ceased and prepare close-out packages Work Schedule:  10a-6:30p, Monday - FridayTraining:  Four weeks of training 8a-5p, M-FCompensation:  $12.50 plus a comprehensive benefits package that includes Medical, Dental, Vision and Life Insurance, 401k and Employee Stock Purchase Plan.