Chargeback Associate I (WFH)

As a Chargeback Associate I at FIS Global, you'll be responsible for accurately processing and resolving dispute inquiries in a call center environment. This involves handling various aspects of the fraud/disputes process, reviewing and initiating resolutions for fraud inquiries, and following up on escalated issues. Your critical thinking skills will be vital as you navigate standard procedures and provide exceptional customer service.

To apply for the Chargeback Associate I position at FIS Global, you need a high school diploma or GED, along with prior experience in fraud/dispute chargebacks. Strong verbal and written customer service skills are essential, as well as knowledge of credit/debit dispute processes. Being able to work independently as well as part of a team, while maintaining confidentiality, is also crucial.

The training process for a Chargeback Associate I at FIS Global is comprehensive and spans up to three weeks. You will learn all aspects of the fraud/disputes process, receive important insights into Visa and Mastercard regulations, and gain the skills necessary to excel in your role. Following the initial training, there will be ongoing support to ensure you meet the quality and performance standards expected of you.

As a Chargeback Associate I at FIS Global, you'll be part of a vibrant and supportive work environment. You'll work in a collaborative team where leadership values your input, and there's a strong focus on maintaining a positive culture. With flexible schedule options available after a probationary period, you'll enjoy a healthy work-life balance while being part of a team that continuously strives for excellence in customer service.

FIS Global offers a competitive benefits package for Chargeback Associates I, including employer-sponsored medical, dental, and vision coverage, paid vacation (three weeks), sick time (five days), and opportunity for professional education and personal development. After your initial probationary period, there are also flexible scheduling options, making it an attractive place to build your career.

When answering this question, highlight your relevant experience with chargebacks, emphasizing your understanding of the processes involved, any tools or systems you've worked with, and specific examples of how you resolved disputes or improved customer satisfaction in previous roles.

Explain your attention to detail and the steps you take to verify information before finalizing processes. Discuss any methods you use, such as double-checking data or utilizing checks and balances, to maintain high accuracy levels.

Share your strategies for staying updated on industry regulations, such as subscribing to relevant news outlets, participating in professional forums, or attending webinars. Emphasize your commitment to ongoing learning as it relates to the Chargeback Associate role.

Provide a specific example of a challenging dispute and explain how you approached the situation, the steps you took to resolve it, and the outcome. Highlight your problem-solving skills and ability to remain calm under pressure.

Discuss your approach to handling difficult customers, focusing on your communication skills, empathy, and patience. Share an example where you turned a negative interaction into a positive one by actively listening and addressing the customer's concerns.

Identify a key quality such as attention to detail, customer focus, or problem-solving skills. Support your answer with a brief explanation of why you think this quality is vital to the success of a Chargeback Associate at FIS Global.

Explain techniques you use to prioritize tasks, such as creating lists or using software tools, and how you adapt to the pace of a busy environment while maintaining efficiency and effectiveness in your work.

Share your passion for helping others and how you find satisfaction in resolving issues. Mention specific aspects of customer service that motivate you, such as building relationships or coming up with creative solutions for clients.

Demonstrate your eagerness to learn new processes by expressing how you would engage with training, ask questions, and seek guidance from experienced colleagues to ensure you fully understand and excel in FIS Global's operational methods.

Frame your response by discussing your alignment with FIS Global's values and mission. Mention specific aspects of the company culture or opportunities for growth and development that attract you to this position.