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Job Description

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

About the role:
This is a collaborative, customer facing role which involves working closely alongside internal teams across the business to investigate and resolve rejected settlements, and deal with payment queries on a day-to-day basis. This customer-centric team’s focus is ensuring a positive customer experience and to help resolve customer issues. Providing education to customers and internal stakeholders to prevent repeat issues and queries.

This role will be required to be in the Cincinnati office. Schedule will be Monday – Friday regular business hours.

What you will be doing?

• Proactively manage merchant returned settlement ensuring that customers receive settlement funds accurately and on time.
• Handle both inbound and outbound calls to merchants and key stakeholders to verify bank details, aid in investigating and reconciling payments.
• Acquire specialist knowledge to provide accurate advice and information to both internal and external sources.
• Prioritize workload effectively throughout the day to ensure all SLA’s are adhered to in a high volume, fast paced and demanding team.
• Work as part of the team to ensure daily objectives are met.
• Continually look for way of improving efficiencies, providing potential solutions and follow through to implementation.
• Completion of query investigations, from identification of issue through to resolution.
• Analyzing trends and proactive resolution of issues.
• Build strong relationships with key stakeholders across the business

What you will need:

• Experience of payment/banking systems.
• Payments, acquiring or finance industry experience and knowledge.
• Proficient in MS Office, especially Excel.
• High level of analytical skills – ability to identify patterns, anomalies, and issues in a high volume of data.
• Excellent attention to detail and making every effort to get it right first time.
• Able to prioritize workload and manage multiple or changing deadlines.
• Strong written and verbal communication skills
• Desire to understand end to end processes – the bigger picture outside just your own team
• Takes personal responsibility and displays tenacity to resolve queries
• Curious – asking the question “why?”
• Ability to work both as part of a team, and autonomously.

What we offer you:
At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities
• Competitive salary and benefits

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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

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 here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. 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.

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.

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