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?
About the Role
• 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.
What You Will Be Doing
• 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
Preferred Qualifications
• 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
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.
#pridepass
Unlocking financial technology. Bringing the world’s money into harmony.
At FIS, we advance the way the world pays, banks, and invests. With decades of expertise, we provide financial technology solutions to financial institutions, businesses, and developers. Headquartered in Jacksonville, Florida, we’re a proud member of the Fortune 500® and the Standard & Poor’s 500® Index. Let's innovate together.
