Fraud Engagement Associate

CardWorks Financial Group is a diversified financial services platform building ethical solutions across credit, lending, and the full customer lifecycle. Through our family of companies—Merrick Bank, CardWorks Servicing, and Carson Smithfield—we tackle the complex challenges that larger financial institutions leave behind, serving as a top three non-prime focused general purpose card issuer and a top fifteen U.S. merchant acquirer.

About the role

The Associate I, Fraud & Non-Fraud Engagement serves as a front-line resource within a call center environment, supporting accountholders and clients through inbound fraud and/or dispute-related interactions. This role reviews account activity, gathers key information, identifies potential fraud concerns, and helps resolve account-related questions in accordance with established policies and procedures. Associates play an important part in protecting client interests, supporting accountholders impacted by fraudulent activity, and ensuring timely, professional communication throughout the investigation and resolution process.

Responsibilities

• Addresses questions and concerns on behalf of client accounts pertaining to account activity
• Assists and advises accountholders regarding their accounts and counsels those who are victims of fraudulent activity
• Effectively and efficiently addresses accountholder issues by obtaining pertinent information
• Identifies areas for increased security procedures and suggests recommendations to fraud prevention management
• Updates and notates customer information within the operating system
• Completes necessary steps to initiate further account investigations
• Determines when to escalate calls that require further assistance
• Addresses chargeback/dispute-related situations
• Acts as front-line investigators, keeping back-end investigators informed of accountholder claims
• Protects clients’ interests and pertinent information professionally
• Makes decisions that benefit accountholders and clients
• Facilitates problem resolution in accordance with policies and procedures
• Performs other duties as assigned

Requirements

• High school diploma or equivalent education
• Prior customer service experience
• One (1) + year of related inbound or outbound call center experience (desirable)
• Experience with First Data Resources (FDR), Evolve, or related platforms (preferred)
• Experience working with computers and various applications

Skills

• Ability to work in a fast-paced environment
• Ability to analyze situations and take appropriate action
• Meets established unit standards for quantity, quality, and monitoring
• Responsible for monitoring monthly statistics and meeting personal and unit goals
• Speaks clearly and conveys a clear message
• Able to change applications and support business objectives
• Works to achieve department and individual goals; supports management and team to accomplish company objectives
• Utilizes established processes, research, and facts to make decisions

Schedule

Full-time positions are available across a variety of schedules, including day, evening, overnight, and weekend shifts. Specific schedules vary by position and location and will be discussed throughout the interview process. Assignments are determined based on business needs and candidate availability at the time of hire.

Benefits

• Competitive pay, including a bonus target or variable pay incentive program
• Medical, dental, and vision insurance (plus additional benefits)
• 401(k) plan with company match
• Short- and long-term disability
• Wellness programs
• Group life and AD&D insurance
• Paid vacation, sick days, and bank holidays
• Employee engagement activities, including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, and Service Recognition