Associate I, Fraud Prevention

Fidelity Information Services, LLC; Milwaukee (WI); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Internal career growth

Innovative fintech environment

Diverse team atmosphere

Professional development

Community contribution opportunities

Job summary

Fidelity Information Services, LLC in Milwaukee seeks a seasoned Fraud Operations professional to monitor and resolve retail payment fraud for Bill Pay, Zelle, and related channels. The role emphasizes reducing fraud exposure while maintaining customer experience across multiple financial institutions.

The position requires 3+ years in fraud detection/support, strong MS Office skills, and the ability to work in a hybrid schedule (in-office three days, two days remote).

Qualifications

• Knowledge of fraud and fraud prevention trends.
• Knowledge of Zelle; prior Zelle experience preferred.
• Excellent customer service skills that build satisfaction.
• Working knowledge of MS Office: Excel, Word, PowerPoint.
• Strong verbal and written communication abilities.
• Detail-oriented with strong organizational skills.
• Ability to work independently and in a team.
• Ability to maintain confidentiality; sound independent judgment.
• Analytical, problem-solving, and negotiation abilities.

Responsibilities

• Participates in department initiatives to improve efficiencies.
• Remains up-to-date on changing fraud trends.
• May train new employees on procedures and processes.
• Escalates unresolved issues to the appropriate resource.
• Meets quality and productivity standards and schedules.
• Analyzes fraud alert queues for suspicious activity.
• Contacts financial institutions regarding suspicious activity.
• Updates investigation database with responses.
• Researches threats to minimize financial loss.
• Implements new and optimized processes and procedures.
• Oversees policies and programs to prevent fraudulent activity.
• Reviews high risk transactions and researches legitimacy.
• Identifies trends and suggests policy changes.
• Consults with clients on prevention best practices.
• Gathers fact information across FIS functions and clients.
• Supports Retail Payments focus areas: Bill Pay, Zelle, People Pay, External Transfers.
• Supports recovery efforts on Zelle and Bill Pay fraud.
• Manages Zelle dispute process and scheduling flexibility.
• Performs other related duties as needed.

Skills

Fraud prevention knowledge

Zelle experience

Customer service excellence

MS Office suite

Verbal and written communication

Detail-oriented and organized

Independent and team collaboration

Confidentiality and judgment

Analytical and problem-solving skills

Negotiation and conflict resolution

Education

Associate or Bachelor's Degree

Tools

MS Office Suite

Job description

Type Of Hire

Experienced (relevant combo of work and education)

Education Desired

General Equivalency Diploma

Position Type

Full time

Type Of Hire

Experienced (relevant combo of work and education)

Education Desired

General Equivalency Diploma

Job Description

Every day at FIS, innovators, problem solvers and changemakers work together to create technology that advances the world of finance. We embrace new ideas, challenge what's possible and empower our teams to make a lasting impact. If you're ready to help shape the future of fintech, unlock your next chapter with FIS.

Role location~

Required hybrid schedule in our Milwaukee location. (three days in-office, two days virtual)

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.

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

What You Bring

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.

Your Key Responsibilities

• 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 and productivity 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

Required Qualifications

• 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

Preferred Qualifications

• Preferably an associate or bachelor’s Degree
• Minimum 3 years customer service and/or fraud detection/support experience
• Prior experience with fraud detection systems
• 2+ years of financial services experience and/or 2+ years of fraud detection experience

Bring your ideas. Build your future. At FIS, you'll find the support, resources and opportunities to develop your career while helping shape the future of financial technology.

We Offer

• Internal career growth opportunities
• Opportunities to innovate in fintech
• Inclusive and diverse team atmosphere
• Professional and personal development
• Resources to contribute to your community

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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