Associate I, Fraud Prevention

FIS Global•Milwaukee, WI

5d•Hybrid

About The Position

The Associate I, Fraud Prevention works on FIS’s Retail Payments Fraud Operations team, helping reduce consumer fraud for partner financial institutions while limiting fraud losses and supporting a positive consumer experience. The team monitors fraud transactions for retail digital payment products, primarily BillPay and Zelle, as well as Business ACH and Wire payments. A primary function of the role is working Zelle fraud disputes. The position also supports Bill Pay, People Pay, External Transfers, and recovery efforts related to Zelle and Bill Pay fraud. The role is based in Milwaukee and requires a hybrid schedule of three days in the office and two days virtual. The stated schedule is Monday through Friday, either 8:00 a.m. to 5:00 p.m. or 9:00 a.m. to 6:00 p.m., with flexibility in scheduling required to meet department standards. Current and future sponsorship is 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 help 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 fraud losses.
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.
Support Retail Payments products including Bill Pay, Zelle, People Pay, and External Transfers.
Conduct recovery efforts related to Zelle and Bill Pay fraud and work on the Zelle dispute process.
Participate in department 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 issues to an 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 intended to prevent, detect, identify, and resolve fraudulent activity.
Perform other related duties as assigned.