Investigator I, Fraud Claim Investigations

About the Role

An Investigator on the Fraud Claims Investigations team researches and examines fraud or abuse related to account holder information for our clients. In this role, primary responsibilities will include working and investigating card fraud cases, triaging cases, and identifying card fraud cases for investigatory follow-up. Work card fraud cases through the lifecycle of the case to maximize outcome for cardholder and client. This may involve direct communication with merchant and cardholder as part of the investigation, requiring proper communication and demeanor skills.

Responsibilities

• Works cases accurately, comprehensively, and timely to case completion
• Receives inbound calls from cardholders claiming unauthorized transactions
• Conducts outbound calls to merchants and/or cardholders to complete reasonable investigation within regulatory timeframes
• Assesses incoming card fraud cases to determine impact to client and cardholder, prioritizing those cases that have particular monetary or reputational impact
• Logs, investigates, updates, and maintains card cases accurately in case management platform
• Processes account maintenance, including placing flags and holds on accounts and cards to minimize loss exposure to the client
• Ensures regulatory (Reg E and Z and any other applicable Regulation) and compliance requirements are met with respect to the card case, and remediates immediately if not
• Performs investigations on card cases categorized as fraud, accessing necessary information and platforms to bring investigation to a resolution
• Communicates with internal team members, members, and/or vendors via phone, email, and in-person to obtain additional investigation information while maintaining account holder privacy and data integrity
• Performs/originates chargebacks on POS/ATM PIN cases to ensure recovery and minimize loss to clients according to the facts of the case
• Works with merchants to ensure all recovery efforts are sustained for chargeback, merchant credit
• Maintains thorough and current knowledge of all applicable federal, state, and local regulations (including FCRA requirements, FDIC Red Flag Guidelines) as well as internal policies and procedures and client’s requirements
• Makes sound decisions and takes appropriate actions in the best interest of our clients and/or customers
• Performs other job duties as assigned

Requirements

• High School diploma or equivalent education required
• Two (2)+ years’ prior relevant card and/or card fraud experience in bank operations environment, and related customer service experience preferred
• Prior experience with card case management software preferred
• Previous experience with First Data systems is a plus

Skills

• Flexible and willing to work at a rapid pace within strict time frames including nights and weekends
• Strong working knowledge of card processes, including disputes, chargeback and card investigations
• High degree of accuracy (data entry, communication, assessments) and attention to detail in all aspects of job functions
• Previous experience utilizing computer applications, analyzing information, investigating/researching accounts, and making logical decisions, strongly preferred
• Proficient in Microsoft Office Suite – Excel, Word, Outlook
• Meets established unit standards for quantity, quality and monitoring to achieve department and individual goals
• Excellent written and verbal communication skills

Benefits

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Medical, Dental, and Vision benefits (plus much more)
• 401(k) Plan with Company Match
• Short- & 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, Service Recognition

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.