SunGard Chargeback Customer Service Associate in Little Rock, Arkansas

Chargeback Customer Service Associate

  • Job ID #:JR38394

  • Functional Area:Customer Service and Call Center

  • Position Type:Full-Time Regular

  • Relocation Provided:No

  • Travel Percentage:0.00

  • Primary Location:US-Arkansas-Little Rock 4001 N. Rodney Parham Rd-1170

  • Secondary Location(s):

    • Department:
  • Education Desired:GED or equivalent

  • Experience Desired:At least 1 year

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Position Responsibilities\Requirements:

Are you compassionate about helping others? Are you the kind of person who’s able to communicate in a sincere thoughtful way? If so then check out this awesome opportunity with FIS. We are looking for a full-time candidate that can multi-task, has a solid work ethic, and a strong customer service background. Strong call center experience is preferred but not required.

3 Weeks’ vacation / Company matched 401K Medical, Dental and Vision / Benefits Free Parking and much more!Don't miss this life changing opportunity!

Job Summary:Chargeback Customer Service Associates are responsible for taking inbound calls from cardholders and clients regarding dispute and fraud cases. The reps gather detailed information from callers to initiate and support cardholder's chargeback rights. Adhere to established department productivity standards while maintaining a professional demeanor and providing excellent service to the customer. Be willing to assist with special projects or other duties as assigned. Handle and resolve customer escalation calls and correspondence with a sense of urgency.

Educational Requirements:

  • A high school diploma or GED is required for this role. Associate or Bachelor's degree is preferable; or equivalent combination of education and experience that is required for the specific job level.

General knowledge, skills and abilities:

  • At least one year of call center customer service experience.

  • Ability to work well in a fast paced inbound call environment.

  • Excellent verbal and written communication skills.

  • PC knowledge and MS Office applications are a must to be successful in this environment.

  • Strong ability to de-escalate customer emotions and retain customer through positive interactions.

  • Strong decision making skills and ability to multi-task. Candidate should demonstrate a strong attention to detail and the ability to work and make decisions independently.

  • Spanish speakers preferred but not necessary.

  • Ability to pay attention to details, perform work accurately, and make independent decisions

  • Extremely reliable with solid overall attendance record and performance review

  • May provide guidance and/or mentoring to less experienced Chargeback Customer Service Associates.

General duties and responsibilities:

  • Answer incoming telephone calls from VISA/MC/Discover cardholders and financial institutions while provide desired claim information in an accurate and timely manner.

  • Determine proper reason code for the dispute case.

  • Handle and resolve customer escalation calls and correspondence with a sense of urgency.

  • Assist with special projects or other duties as assigned.

  • Use of additional technology and different systems.

  • Maintain departmental production and quality standards.

  • Open new fraud/dispute cases, detailing all transaction information, performing balance transfers and request sale draft.

FIS™ is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional banking, payments, asset and wealth management, risk and compliance, trade enablement, transaction processing and record-keeping. FIS’ more than 53,000 worldwide employees are passionate about moving our clients’ business forward. Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.



FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available

For positions located in the US, the conditions below apply.

If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check)

ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

As part of the selection process this role may require an assessment to determine suitability

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.