Fraud Investigations Associate

About the role

Our client is building a brand-new Fraud Investigations team focused on delivering a best-in-class experience for customers impacted by fraud. This role serves as a dedicated advocate for customers throughout the fraud resolution process. Rather than conducting complex fraud investigations, you’ll act as a trusted guide and primary point of contact, helping customers understand next steps, providing status updates, gathering required information, and supporting them through what can often be a stressful situation. The ideal candidate combines strong customer service skills, empathy, communication, and organization with an understanding of banking operations, fraud claims, disputes, or financial services processes.

Responsibilities

• Serve as a dedicated point of contact for customers impacted by fraud.
• Guide customers through the fraud claims and resolution process from start to finish.
• Provide clear and timely updates regarding claim status, required documentation, and next steps.
• Build trust with customers while delivering a high-touch, empathetic experience.
• De-escalate challenging situations and help customers navigate complex fraud-related issues.
• Manage a portfolio of active fraud cases and ensure timely follow-up.
• Prepare and process affidavits, documentation, and case records.
• Coordinate case progression and communication across internal teams.
• Maintain accurate records and documentation within fraud case management systems.
• Support customers by educating them on fraud prevention, remediation steps, and available resources.
• Ensure customers remain informed and supported throughout the lifecycle of their claim.

Requirements

• Bachelor’s Degree preferred; equivalent education and experience will be considered.
• 3+ years of experience in customer service, banking, fraud operations, disputes, claims processing, case management, or related financial services roles.

Skills

• Strong communication and relationship-building skills.
• Demonstrated ability to handle sensitive customer situations with professionalism and empathy.
• Experience managing multiple cases, tasks, or customer issues simultaneously.
• Strong organizational and problem-solving abilities.
• Ability to work independently while collaborating across multiple business partners.

Schedule

Hybrid schedule based in Richmond, VA with approximately every 3rd or 4th Saturday worked remotely.