FRAUD ALERT MANAGEMENT IS UNREASONABLE AND SAD - Fraud Analyst FIS Employee Review

-unrealistic expectations -does not fully prepare you for the job -managers do not help you improve its more so this is the problem fix it -micromanaging to the T The call center portion of this company is absolutely atrocious and you are there for the sole purposes of meeting metrics so that they look good to the banks they have contracts with, you aren’t their to really assist callers. I was told from management that my calls have to be 5 minutes of less and the only way to achieve this is to have enough “call control” to where you are the only one speaking and asking questions and the caller is answering them, this is completely insane, uninvolved and unrealistic take on what’s actually happening on the phones, by the way it was not mentioned that you can be terminated if you do not meet this requirement consistently. if anyone is wondering what actually happens, you have to shut down people cards when their is fraud and you open them when there isn’t fraud pretty simple on paper but there is a script that you have to follow VERBATIM or you get docked points and the scripts can be insanely long and inefficient this does not help your agents AT ALL. verifying transactions With cardholders can easily run you close or over your 5 minutes because you have to go over each and every transaction one by one if there’s a slight variation in the transaction even if its literally the same thing. Its not fair to us that callers can interrupt and completely go on tangents and rants and there is no training or help on how to deal with this other then just being told “you have bad call control”. they will also play a recording of the last 5 transactions on the phone to the caller with WRONG information and sometimes it will play that same unstoppable recording multiple times to the callers upsetting them before they get to you and they will start off many of the calls interrupting you and even cursing at you due to something outside of your control before the call even reached you, for a lot of the transactions it will tell the caller the wrong location so many of them come into the call interrupting you shouting at you they didn’t certain things because they were told a location completely WRONG from what actually happened. There is many instances where the System will not even alert many people when their card was put on hold and you have to be the relentless apologetic punching bag when you have to turn away a caller because they can’t pass security for something they never even received. There needs to be more ways to verify people when they don’t have a case number because your agents have to endure the verbal abuse that comes along with turning people away and it’s not fair to us AT ALL. Also the QA team in India is EXTREMELY INCONSISTENT WITH THEIR GRADING and requirements, one minute they tell you what your doing is correct and the next your wrong- that needs to be resolved. It’s not fair that this position is made to be seen as something very simple but when you actually get into the position it’s something completely different ESPECIALLY with the buggy systems that if doesn’t work goes against your stats, Completely unfair and sad. You will constantly have a revolving door of employees when you still ignore these issues and gaslight your agents into thinking their bad at their jobs because expectations are completely unreasonable and unrealistic, also having your stats docked for using the bathroom outside of your break is the BIGGEST RED FLAG. If you guys have kids or any obligations that could take you from your job DO NOT WORK HERE, there is things set in place that will accumulate against you that will inevitably lead to your termination. If you made it this far not being able to dispute or send out new cards for cardholders is extremely insufficient and leads to nothing but upset callers, that negatively impact the banks you represent and leading to your agents to be verbally abused! The training is extremely barebones and tip of the iceberg from what actually happens and throwing your agents out to sink or swim is IRRESPONSIBLE when there’s no post help on approving your agents where they are falling short- ONE SCRIPT DOES NOT FIT ALL SITUATIONS ACTUALLY HELP YOUR PEOPLE.. My mental health has never suffered more. The different micromanaging metrics that are set in place is sad and a sure fire way to run away good employees and TURN OFF employees that are actually excited to be in this position, I came in this circus EXCITED thinking id be apart of something that seemed to be life changing and extremely inspiring, I thought this would be something that could turn into a new passion, something that would educate me about actual fraud but instead I quickly found out that everything that glitters IS NOT GOLD. I AM NOT A ROBOT!