Remote Fraud & Dispute Support Agent – Financial Services

About the role

This is a remote position for a Fraud & Dispute Support Agent in financial services, focusing on fraud detection, transaction verification, disputes, and chargebacks. The role requires analytical, detail‑oriented individuals comfortable handling sensitive financial information and following strict compliance procedures while assisting customers.

Responsibilities

• Evaluating disputes and chargebacks
• Investigating suspected fraudulent activity
• Reviewing cardholder and transaction information
• Handling inbound transaction‑verification calls
• Making outbound verification calls when required
• Monitoring systems for possible fraudulent behavior
• Following financial‑services compliance and verification procedures
• Managing cases within required regulatory and program timelines
• Accurately documenting cardholder, card, transaction, and case information

Requirements

• Certification: 90% or higher on required assessments, 90% or higher on final assessment, 100% completion of required self‑study work, successful completion of Phase 1, average QA ≥ 90% on certification calls, no non‑negotiable quality misses, completion of Security Awareness course with score ≥ 85%
• Equipment: Windows 11 computer with all updates, ≥ 8 GB RAM, Intel Core i5 6th gen or newer (≥ 4 cores, ≥ 2.4 GHz), dual monitors, hardwired Ethernet, hardwired USB headset with phone‑quality audio and noise‑cancelling microphone, webcam for certification, Apple or Android smartphone for secondary verification; a client‑provided security device may be required and must be returned when servicing ends.
• Screening & Enrollment: background check, drug screening, photo ID verification; screenings must be completed at least 14 days before class begins, drug screening scheduled within 48 hours of vendor email; no cost for background check or drug screening.

Qualifications

• Financial‑services or fraud‑support experience
• Understanding of disputes or chargebacks
• Knowledge of electronic fund transfers
• Typing speed ≥ 40 WPM
• Strong analytical and problem‑solving skills
• Ability to manage detailed case information accurately
• Comfort making both inbound and outbound calls
• Careful adherence to compliance procedures
• Ability to maintain confidentiality with sensitive financial information
• Quiet, professional home workspace

Pay

• Production Pay: $13.00–$14.00 per hour
• Certification Pay: $7.00 per hour

Schedule

• Agents work as independent contractors and select available servicing intervals based on program availability.
• Servicing availability intervals may be available 24 hours a day, 7 days a week, 365 days a year, based on program need.
• Agents must be able to service 5 hours / 10 intervals on Saturdays and/or Sundays.
• During the Certification SOW, agents must service at least 10 hours / 20 intervals per week.
• Certification Schedule Phase 1: October 13, 2026 – November 4, 2026; Phase 2: November 5, 2026 – November 18, 2026; Monday–Friday 9:00 AM–3:00 PM ET.
• Certification includes instructor‑led training, self‑study, systems and compliance training, and live certification call‑taking.