Fraud Support Associate 12

1 month ago

Manchester, United Kingdom FIS Global Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

High School Diploma

Travel Percentage :

0%

Location: Manchester City Centre Office Based - Hybrid Working Option Available

Are you ready to unleash your full potential? We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments company in the world.

About the team

Each year our customers receive billions of money transactions when people like you and me use our debit cards and credit cards to pay for goods or services.

Our Fraud teams are responsible for identifying potential risk processed through any one of our Merchants. The Fraud Support role plays a vital part in assisting Worldpay customers through the Transaction.

We welcome applications from candidates who are looking for an early careers opening within the Financial Services. If you have a confident telephone manner and excellent customer services skills then this could be you next move.

What you will be doing

As a Fraud Support Associate you will be responsible for providing administrative support to the UK Fraud team. This will include e-mail and letter correspondence with customers and handling inbound calls from customers with queries specifically in relation to ongoing investigations.

You will update the case management system through recording customer communications and any actions taken to support the fraud analysts with their investigations. You will also assist with raising suspicious activity reports.

You will ensure that our customer experience is as smooth and swift as possible whilst maintaining call quality standards in accordance with Transaction Monitoring training guidelines and processes including regulatory requirements to treat customer fairly (TCF) alongside other compliance regulations.

Key Responsibilities:

  • Provide excellent customer service to Worldpay merchants
  • Ensure customers receive prompt resolution to queries regarding their cases
  • Administrative tasks, updating case management systems
  • Build relationships with internal teams
  • Query management
  • Ensure daily objectives and SLA's are met

What you bring:

  • Customer facing experience ideally in a telephony role
  • Excellent communications skills
  • Microsoft Office skills and strong Excel skills and the ability to quickly learn systems
  • Ability to prioritise and deliver to tight deadlines

What we offer you

  • A competitive salary and benefits
  • A variety of career development tools, resources and opportunities
  • The chance to work on some of the most challenging, relevant issues in the payment industry
  • Time to support charities and give back in your community

Working hours Monday to Friday 9am-5pm, this is a hybrid role working 2 days in the office and 3 days at home.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

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.

#pridepass

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