Fraud Engagement Associate

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 is responsible for reviewing account activity, gathering key information, identifying potential fraud concerns, and helping resolve account-related questions in accordance with established policies and procedures. Associates in this role play a crucial 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
• Initiates necessary steps for further account investigations
• Determines when to escalate calls requiring further assistance
• Addresses chargeback/dispute-related situations
• Acts as a front-line investigator, keeping back-end investigators informed of relevant information
• Protects clients’ interests and information professionally
• Makes decisions benefiting accountholders and clients
• Facilitates problem resolution in accordance with policies and procedures

Requirements

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

Qualifications

• Ability to work in a fast-paced environment
• Analytical skills to assess situations and take appropriate action
• Meets established standards for quantity, quality, and monitoring
• Clear communication skills
• Adaptability to changing applications and business objectives
• Commitment to achieving department and individual goals

Schedule

Full-time positions are available across various schedules, including day, evening, overnight, and weekend shifts. Specific schedules vary by position and location, discussed during the interview process. Assignments are based on business needs and candidate availability at the time of hire. Candidates must be available to work the schedule associated with their selected position.

Benefits

• Competitive pay, including bonus or variable pay incentive programs
• Medical, dental, and vision insurance
• 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 appreciation events and resource groups