Associate I, BPS Operations Processing (Fraud Support)

FIS; Philippines; On-site; PHP 300,000 - 480,000; Full time

Job summary

FIS is seeking a detail-oriented Dispute Resolution Specialist to research and resolve customer charge backs in a fast-paced environment. You will perform thorough transaction analysis, document actions, and ensure compliance with banking regulations.

The role requires strong communication skills, resilience, and the ability to meet KPI targets while delivering high-quality customer service. A high school diploma is required, with preference for experience in financial services.

Qualifications

• Minimum 1 year of experience in BPO/financial/banking domain.
• Strong written and verbal communication skills.
• Attention to detail and quality orientation.
• Ability to analyze information and solve problems.
• Resilience and motivation to meet targets.
• Team-oriented with strong questioning and negotiation abilities.

Responsibilities

• Research and resolve customer charge backs with detailed transaction review.
• Document actions including calls to merchants and cardholders.
• Apply bank and card industry regulations to resolve disputes.
• Meet KPI targets and service level agreements, liaising with customers and third parties.

Skills

Communication skills

Customer focus

Relationship building

Attention to detail

Problem solving

Resilience

Education

High School Diploma

Job description

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.

What you will be doing:

Responsible for research and resolution of customer charge backs. Requires detailed transaction research, analytical skills, and documentation of actions taken including phone calls to merchants, cardholders, and others as appropriate. Applies bank and card industry regulations and practices in resolving disputes. May also compile aggregate statistics on chargebacks for use by the company in identifying patterns and improving overall customer service. Achieves Key Performance Indicators (KPI’S) in line with Service Level Agreements including quality standards. Liaison with customers and third parties, taking incoming calls, making outbound calls, working from queues and compiling written responses. Processing other Dispute requirements including Section 75

What you bring:

• Minimum 1 Year experience is required working in BPO/Financial/Banking domain.
• Good Communication Skills
• Financial/Banking Domain is not mandate but preferred
• High School Diploma
• Results Orientation
• Customer Focus
• Fostering Relationships
• Effective Communication – Written and Oral & Strong questioning, negotiating/probing skills
• Other for Interview Questionnaire
• Resilience and Motivation
• Attention to Detail and Quality Orientation
• Assimilate and Analyze Information – Problem Solving

What we offer you:

A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities

A broad range of professional education and personal development possibilities – FIS is your final career step!

A competitive salary and benefits

A variety of career development tools, resources and opportunities

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 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.

#pridepass