Dispute Resolution Analyst I
FIS
- Saint Paul, MN
- Permanent
- Full-time
- Provides consumer data, e.g., identity and banking history, to member financial institutions in response to consumer’s application for banking services in accordance with rules and regulations, on behalf of ChexSystems, a Consumer Reporting Agency (CRA).
- Responds to requests for consumer reports received by internet, voice response unit, fax, or mail.
- Provides consumer disclosures following appropriate procedures and rules based on personal identifiers provided by consumer and in accordance with rules and regulations.
- Compiles consumer reports and ensures incorrect or nonmatching information is not disclosed to consumers.
- Serves as point of contact for consumers negatively impacted by information reported to financial institutions.
- Processes consumer disputes submitted by consumers, e.g., identity theft, fraud claims, by identifying the consumer’s dispute and properly documenting it in the consumer’s file. Places security alerts and security freeze requests as appropriate.
- Troubleshoots consumer’s problems, identifies root cause, and uses appropriate procedures, rules, and resources to resolve consumer disputes and issues.
- Investigates consumers’ disputes and communicates with information source to verify accuracy of reported information and takes appropriate action to resolve the consumer dispute, i.e., deleting the information if no response within required timelines, interpreting responses, evaluating sufficiency of information, and following up.
- Meets performance standards, e.g., accuracy audits, phone monitor results, quality standards, and adherence to required timelines.
- May handle escalated consumer phone calls and resolve issues.
- May provide guidance, coaching, and mentoring to less experienced associates.
- Other related duties assigned as needed.
- 1-2 years call center experience
- 1 year customer service experience
- Strong written and verbal communication skills
- Must exhibit the ability to thrive in a fast-paced organization.
- Able to work Independently; Self-motivated; Professional Demeanor; Skilled communicator; Self-confident; High energy; Resourceful; Responsive
- Interact with individuals at all levels of an organization and have the aptitude to learn new markets and solution suites
- Microsoft Excel, Office and Outlook skills required
At FIS, we hire the best. In return, you receive exceptional benefits including:
- Opportunities to innovate in fintech
- Tools for personal and professional growth
- Inclusive and diverse work environment
- Resources to invest in your community
- Competitive salary and benefits