Investigator , Fraud Claim Investigations

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 a 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 $10billion 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.

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 and as such proper communication and demeanor skills are critical.

• 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 time frames
• Assesses incoming card fraud cases to determine impact to client and cardholder, prioritizing those cases that have particular monetary or reputational impact, and taking action to ensure those cases are worked accurately, comprehensively, and timely so that no opportunities are missed
• 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
• Takes action to ensure that regulatory (Reg E and Z and any other applicable Regulation) and compliance requirements are met with respect to the card case, and remediating immediately if they are not being met
• 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 working to maintain account holder privacy and data integrity while avoiding 3rd party disclosure
• 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…