First Party Fraud Ops Specialist

About Us

Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. The card is just the beginning—we combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners.

Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow.

The Team

Robust risk strategy and risk operations sit at the heart of the branded credit card platform, enabling delivery of credit and fraud losses in line with our risk appetite while providing an outstanding experience to customers. These risk capabilities and processes are constantly evolving to achieve industry-leading risk discrimination and foster a sustained source of competitive advantage for Imprint and value addition to our merchant partners. Risk decisioning via automated strategy rules and manual operations is done through a nimble and modern technology platform, enabling decisioning for millions of customers and transactions with a high degree of precision and accuracy.

About the Role

This role is a key position within the Fraud Operations team. Fraud Operations Specialists will make an impact by reviewing potentially fraudulent transaction activity, payment activity, customer applications, and identity theft claims while communicating with cardholders and reporting trends to leadership.

Responsibilities

• Action daily applications and existing account portfolio cases pended into the first-party fraud queue.
• Review information elements on these cases thoroughly and decision them for first-party and third-party fraud as per procedures.
• Monitor live transaction activity to identify high-risk transaction activity stemming from first- and third-party fraud scenarios.
• Manage and resolve customer dispute claims from beginning to end, including communicating with the account holder, reviewing documentation, and filing claims through the appropriate portals.
• Drive improved performance on established Fraud KPIs, achieving desired function objectives to reduce fraud loss while minimizing disruption and improving experience for genuine applicants.
• Manage multiple tasks effectively by balancing high productivity, a sense of urgency, and delivering quality decisions on cases reviewed.

Requirements

• High School Diploma, GED, or equivalent certification.
• 2+ years of experience in fraud investigations related to first-party fraud, synthetic ID fraud, or ID theft fraud.
• Ability to dive into situations to identify patterns.
• Ability to work independently to resolve cases under service level agreements.
• Strong verbal and written communication skills.
• Strong analytical skills, particularly to track, understand, and act to meet metrics and KPIs.
• Exceptional organization and attention to detail.
• Empathetic commitment to personal growth and development.

Nice to Have

• Prior experience at a high-growth startup.
• Financial services industry experience.