Associate I, Fraud Prevention

FIS•Milwaukee, WI

21h•Hybrid

About The Position

The Associate I, Fraud Prevention works on FIS’s Retail Payments Fraud Operations team, helping reduce consumer fraud while limiting financial institutions’ exposure to fraud losses and supporting a positive consumer experience. The team monitors fraud transactions across retail digital payment products, primarily BillPay and Zelle, as well as Business ACH and Wire payments. A primary focus of this role is working Zelle fraud disputes, including recovery efforts for Zelle and Bill Pay fraud. The position follows a required hybrid schedule at FIS’s Milwaukee location, with three days in the office and two days virtual. The stated schedule is Monday through Friday, either 8:00 a.m.–5:00 p.m. or 9:00 a.m.–6:00 p.m.; flexibility in scheduling is required to meet department standards. Current and future sponsorship are not available.

Requirements

Knowledge of the principles, processes, procedures, and trends of fraud and fraud prevention.
Knowledge of Zelle and previous experience working with Zelle.
Excellent customer service skills that build high levels of customer satisfaction.
Working knowledge of Microsoft Office, including Excel, Word, and PowerPoint, as well as computer navigation and operation skills.
Excellent verbal and written communication skills.
Detail-oriented, with good organizational skills and the ability to manage multiple tasks.
Ability to work independently and in a team environment.
Ability to maintain confidentiality.
Strong demonstrated ability to exercise independent judgment.
Demonstrated analytical, organizational, interpersonal, team-building, problem-solving, decision-making, conflict-resolution, and negotiation skills.

Nice To Haves

An associate or bachelor’s degree is preferred.
At least 3 years of customer service and/or fraud detection or support experience.
Prior experience with fraud detection systems.
At least 2 years of financial services experience and/or 2 years of fraud detection experience.

Responsibilities

Analyze fraud alert queues for suspicious activity.
Contact financial institutions about suspicious payment activity and update the investigation database with their responses.
Research potential threats and take steps to minimize exposure to financial loss.
Review high-risk transactions and investigate whether consumer activity is fraudulent or legitimate.
Identify fraud trends and patterns and suggest rule or policy changes to help prevent losses.
Conduct recovery efforts involving Zelle and Bill Pay fraud and work on the Zelle dispute process.
Support Retail Payments products including Bill Pay, Zelle, People Pay, and External Transfers.
Consult with clients on fraud prevention best practices, processes, and procedures, and respond to incoming client inquiries.
Serve as a fact-gathering liaison with other FIS functions and clients.
Participate in departmental initiatives to improve efficiency and help implement optimized processes and procedures.
Stay current on changing fraud trends.
May train new employees on departmental procedures and processes or assist with ongoing departmental training.
Escalate problems to the appropriate resource when they cannot be resolved in a reasonable amount of time.
Meet quality and productivity standards and adhere to schedules.
Oversee policies, programs, and company-wide efforts to prevent, detect, identify, and resolve fraudulent activity.
Perform other related duties as assigned.