Fraud & Conversion Associate Job Nashville area,Tennessee USA,Customer Service/HelpDesk

What You'll Do:

Fraud Review, Application Verification, and Risk Assessment Conduct detailed reviews of flagged applications, incomplete information, suspicious behaviors, and other risk indicators. Use available investigative tools, external data sources, and internal information to verify customer information and assess potential fraud or application risk. Identify inconsistencies, emerging patterns, and potential red flags that may require additional review, escalation, or workflow improvement. Apply judgment and experience to resolve routine and moderately complex cases while escalating higher-impact or nuanced scenarios when appropriate.
Client Engagement and Conversion Support Manage inbound client contacts through phone and email, responding promptly and professionally to questions related to the application process. Conduct proactive outbound outreach through approved channels to support application completion and improve conversion outcomes. Provide education, guidance, troubleshooting support, and next-step direction to help prospective clients move through the application process. Adapt communication style and approach based on each customer’s circumstances while maintaining professionalism, accuracy, and compliance.
Compliance, Documentation, and Escalation Follow applicable compliance guidelines, scripts, communication standards, and internal procedures during customer outreach and case review. Document inbound and outbound interactions, fraud review activity, customer progress, and case outcomes accurately in required systems. Prepare clear escalation summaries for review by appropriate internal partners, including Compliance, Risk, Legal, or leadership, when needed. Apply QA feedback, coaching, audit results, and regulatory updates to improve quality, accuracy, and adherence to standards.
Productivity, Queue Management, and Performance Optimization Manage assigned case queues, lead queues, follow-ups, and outreach activities to support timely application review and completion. Meet individual activity, responsiveness, quality, and conversion-related expectations. Use dashboards, reporting tools, manager feedback, and QA insights to understand performance trends and improve outcomes. Balance speed, accuracy, customer experience, and risk controls in a high-volume operating environment.
Team Collaboration, Learning, and Process Support Collaborate with peers, Conversion Associates, Fraud Operations, Credit, Compliance, Risk, and other internal teams to support a seamless customer and operational experience. Participate in team meetings, coaching, training, and continuous learning activities. Assist with process improvements, pilot activities, outreach strategy testing, documentation updates, or fraud detection workflow enhancements as assigned. Provide informal peer support, mentoring, or QA feedback assistance based on experience and business need.

MINIMUM REQUIREMENTS:

Some college. Additional equivalent experience above the required minimum may substitute.
2+ years of experience in customer service, sales, call center, client support lending operations, or a related operational environment.
1+ years experience fraud operations or risk investigation.
1+ year experience customer facing support, handling inbound and outbound customer communications in a fast-paced, performance-driven environment.
Additional education above the required minimum may substitute for level of experience.
Demonstrated ability to review documentation, identify inconsistencies, follow procedures, and complete work accurately and on time.
Strong verbal and written communication skills, including the ability to explain information clearly and guide customers through next steps.
Comfort working with data,…