Fraud Engagement Associate

Become an everyday champion — and build a career where your impact fuels financial progress. What We Do

Card Works Financial Group is a diversified financial services platform building ethical solutions across credit, lending, and the full customer lifecycle. Through our family of companies, Card Works Financial Group tackles the complex challenges that larger financial institutions leave behind. We’re embedded throughout the credit card ecosystem as a lender, servicer, and merchant acquirer.

• Merrick Bank:
  The bank that builds
• Card Works Servicing:
  One partner, total performance
• Carson Smithfield:
  Resolution with respect

With nearly 40 years of operating history, our track record is solid: disciplined in downturns and built to accelerate in recovery. The Card Works Financial Group companies take precise approach in complex markets, as a top three non-prime focused general purpose card issuer and a top fifteen U.S. merchant acquirer.

Our team tackles the industry’s most complex credit and payment challenges. And we believe that excellent work starts with a team that feels supported, respected, and empowered to grow.

Card Works Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.

Founded in 1997, Merrick Bank is an FDIC®-insured financial institution headquartered in South Jordan, Utah, with over $10 billion in assets. A wholly owned subsidiary of Card Works Financial Group, Merrick Bank serves roughly five million card members and more than 100,000 merchant customers, offering credit cards, recreational loans, deposit accounts, merchant services and bank sponsor ships to consumers and businesses.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self‑service, IVR, live agent, and external agency management.

The Associate I, Fraud & Non‑Fraud Engagement serves as a front‑line resource within a call centre environment, supporting account holders 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 an important part in protecting client interests, supporting account holders who may be impacted by fraudulent activity, and ensuring timely, professional communication throughout the investigation and resolution process.

• Addresses questions and concerns on behalf of client accounts on a frequent basis pertaining to account activity
• Assists and advises account holder regarding their accounts and counsels those who are victims of fraudulent activity
• Effectively and efficiently addresses account holder issues by obtaining the most pertinent information
• Identifies areas of increased security procedures, and suggest recommendations to fraud prevention management
• Updates and notates customer information within the operating system
• Completes necessary steps to initiate further account investigations
• Determines when to escalation calls that require further assistance
• Addresses chargeback/dispute related situations
• Acts as front‑line investigators keeping back end investigators informed of any information that may pertain to that account holder’s claims
• Protects our clients’ interests and pertinent information in the most professional way possible
• Makes decisions that benefit our account holders and clients
• Facilitates problem resolution in accordance with policies and procedures
• Performs other duties as assigned

• Requires a high school diploma or equivalent education
• Prior customer service experience is required
• One (1) + year of related inbound or outbound call centre experience desirable
• Experience with First Data Resources (FDR), Evolve or related platforms preferred
• Experience working…