Dispute Resolution Supervisor

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Job Description

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. Are you FIS?

About the team:

The Consumer Relations team is at the heart of our customer experience, dedicated to aiding consumers via phone and processing requests providing top-tier support and solutions. We are a dynamic group of professionals who thrive in a fast-paced environment, working together to ensure compliance and operational excellence.

What you will be doing:

• You will lead a team of passionate agents who are committed to delivering outstanding service.
• You will provide direction to dispute resolution analysts in accordance with established policies, rules, and regulations.
• You will set work schedules and monitor activities and workflows to ensure completion of work on schedule, within budget, and in accordance with standards, rules, and regulations.
• You will use critical thinking and exercise judgment within defined procedures and policies to determine appropriate actions.
• You will interact with consumers, agencies, internal associates, and management to achieve objectives requiring ability to communicate information clearly and resolve disputes.

What you bring:

• The ability to inspire, mentor, and develop a high-performing team while fostering a positive work environment.
• Clear and effective communication skills, along with the ability to resolve conflicts and address consumer and employee concerns efficiently.
• A Commitment to delivering exceptional customer service and ensuring a seamless experience for both customers and agents.
• The capability to make quick, informed, decisions in a fast-paced environment while managing multiple priorities.
• A proactive approach to identifying inefficiencies, optimizing workflow, and implementing best practices to enhance overall operations.

Added bonus if you have:

• Familiarity with call center software, CRM systems, and reporting tools to track performance and support the team effectively.
• Ability to monitor call center metrics and implement improvement to drive success.
• Knowledge and understanding of the FCRA.

What we offer you:

• A modern, international work environment and a dedicated and motivated team
• A competitive salary and benefits
• Time to support charities and give back in your community
• A fantastic range of benefits designed to help support your lifestyle and wellbeing
• A work environment built on collaboration, flexibility and respect

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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