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Job Description

Every day, our teams innovate across the world of finance. We collaborate to work smarter, while making a difference. We believe in diversity and inclusivity, giving a voice to everyone on the team. And we celebrate our success together. If you want to make an impact in fintech, we'd like to know: Are you FIS?

About the role:

As a member of the Dispute Resolution team, you will play a key role in managing and growing our dispute resolution programs. You will motivate and inspire the Operations team in creating a strong work environment built to cultivate sustainable success. You will own the operational policies and procedures in the areas of workforce management, performance management, business processes and workflows, and enhanced management reporting.

About the team:

ChexSystems is a nationwide specialty consumer reporting agency. Our team assists consumers who have questions about or need help with issues related to ChexSystems and their consumer disclosure report. The focus is on providing excellent customer service with efficiency, accuracy and continuous process improvement.

What you will be doing?

• Lead the Contact Center daily administration of dispute resolution cases. Analyze volumes and patterns to optimize delivery effectiveness, accuracy, timeliness, and efficiency.
• Provide Root Case Analysis and to provide timely feedback to staff on areas of improvement.
• Analyze and improve organizational processes, workflow, and employee requirements, and implement changes to ensure productivity and efficiency
• Serve as primary point of contact for escalated stakeholder issues and ensure a positive stakeholder experience.
• Create a positive Employee Experience. Provide regular and recurring feedback on performance, in the form of verbal and written reviews through the performance year using available performance management tools.
• Identify strength and development opportunities for employees and create an environment that values and celebrates continuing improvement and growth. Encourage and enable others to build skills and develop in their careers through individual development planning.
• Leverage industry leading processes and technology to drive workforce decision-making that will enhance the overall customer experience
• Communicate with legal counsel and other peers within the department and organization, as appropriate.

What you will need:

• Bachelors Degree or Equivalent work experience
• 5 years experience
• Self-motivated and ability to excel in a minimally managed, high-profile position
• Ability to work independently, adapt to changing priorities, meet deadlines and work well under pressure
• Efficient time management skills and strong attention to detail
• Strong analytical and problem-solving skills, with the ability to define problems, collect data, establish facts, and draw valid conclusions
• Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels within the organization
• Experience leading, coaching, and developing others
• Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority

Added bonus if you have:

• Experience in dispute resolution
• Working knowledge of FCRA
• Credit Bureau or regulatory experience

What we offer you:
At FIS, we are as committed to growing our employees' careers as our own business. We offer:

• Opportunities to innovate in fintech
• Inclusive and diverse team atmosphere
• Professional and personal development
• Resources to contribute to your community
• Competitive salary and benefits

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Vaccination Requirements

Notice to all US applicants: All employees must be fully vaccinated against COVID-19. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.

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 .

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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