Fraud Prevention Analyst I

FIS•US WI MKE 4900, WI

2d•Hybrid

About The Position

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. This is a full-time position with a required hybrid schedule, onsite T, W, Th @ BDOC. Hours: 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. The 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.

Requirements

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
Required work hours: M-F 8-5 or 9-6

Nice To Haves

Preferably an associate or bachelor’s Degree with a minimum of three years customer service and/or fraud detection/support experience and prior experience with fraud detection systems.
Two or more years of financial services experience and/or two or more years of fraud detection experience preferred.

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 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.