Chargeback Associate I

Dev•Cincinnati, OH

2d•Hybrid

About The Position

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS? About the role: As a Chargeback Associate for Worldpay, you will process cardholder/merchant dispute transactions within Credit Card and federal rules and regulations. The position will be for 8:30-5:30 EST Monday-Friday. This will be a hybrid role within our Cincinnati office. About the team: Worldpay is a leading payment processor and the largest merchant acquirer in the United States. Our U.S. technology platform is differentiated from our competitors’ multiple platform architectures. It enables us to efficiently provide a comprehensive suite of services to merchants and financial institutions of all sizes as well as to innovate, develop and deploy new services, while providing us with significant economies of scale.

Requirements

Excellent customer service skills that build high levels of customer satisfaction
Effective verbal and written communication skills
Computer navigation and operation skills
Detail-oriented with good organizational skills
Ability to manage multiple tasks
Ability to work both independently and in a team environment
Ability to maintain confidentiality
Strong focus on performance and ability to meet and exceed key metrics

Nice To Haves

Knowledge of Credit Card operating rules and regulations and federal and state regulations
Knowledge of processes and procedures that affect credit, debit and pre-paid debit dispute processing

Responsibilities

Learns or remains current on Credit Card rules and regulations, federal and state regulations and internal procedures that affect chargeback dispute processing.
Handles all aspects of the dispute process in compliance with Credit Card, federal and state rules and regulations.
Reviews, researches and initiates the resolution of dispute inquiries from cardholders, financial institutions, merchants and internal departments.
Disputes that are not processed efficiently and effectively can result in financial loss for FIS and/or merchants.
Ensures compliance with federal and state regulations in resolving billing errors.
Responds to telephone inquiries from cardholders, financial institutions and merchants regarding disputes. When unable to resolve the problem in a reasonable amount of time, escalates to the appropriate resource.
Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
Handles/resolves non-posted items, retrieval projects and authorization chargeback’s.
Meets the standards of the job, such as quality standards and adherence to schedule.
Ability to meet and exceed expected case productivity volume with high accuracy.
Other related duties assigned as needed.