- You will support end-to-end chargeback and dispute resolution processes, ensuring accurate and timely handling of transaction disputes.
- You will investigate complex cases, reduce financial risk, and maintain compliance with network and regulatory requirements.
- You will leverage data analysis and Excel-based reporting to monitor trends and improve operational performance.
- Success is measured by accuracy, productivity, turnaround time, and adherence to service and compliance standards.
Responsibilities
Review, investigate, and resolve chargeback and dispute cases across card networks
Analyze transaction data and supporting documentation to determine resolution outcomes
Ensure compliance with card network rules and regulatory dispute processing requirements
Manage multiple work queues and prioritize tasks to meet service level agreements
Use Microsoft Excel to track volumes, analyze trends, and support reporting needs
Identify root causes of disputes and recommend process improvements
Collaborate with internal teams, financial institutions, and merchants to resolve issues
Escalate complex or high-risk cases and follow through to resolution
Maintain accurate documentation and update systems with detailed case notes
Meet performance metrics for quality, accuracy, productivity, and timeliness
Required Qualifications
Experience in chargeback, dispute processing, fraud operations, or financial services
Strong proficiency in Microsoft Excel, including data analysis, reporting, and reconciliation
Analytical skills with ability to interpret transactional and case-related data
Knowledge of card network rules and dispute resolution processes
Strong attention to detail and ability to manage high-volume workloads
Effective written and verbal communication skills
Ability to work independently and make decisions using established guidelines
Proficiency with Microsoft Office and business systems
Requirements
Experience handling escalated or complex chargeback cases
Advanced Excel skills such as pivot tables, formulas, and data visualization
Background in payments, banking, or card operations
Experience with case management or dispute processing systems
Continuous improvement or process optimization experience
What We Offer you
At FIS, you can grow your career as far as you want to take it. Here's what else we offer:
Opportunities to make an impact in fintech
Personal and professional learning
Inclusive, diverse work environment
Resources to give back to your community
Competitive salary and benefits
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 .
EEOC Statement
Sourcing Model
#pridepass
Additional Information
Job Description
Job Title
Associate III, Chargeback Operations
Intro:
At FIS, our technology and our people are moving forward. We advance the way the world pays, banks and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If you're ready to grow your career and make an impact in fintech, we have one question: Are you FIS?
Fis · Pie 11601, FL