Fraud Engagement Associate

Associate I, Fraud & Non-Fraud Engagement

The Associate I, Fraud & Non-Fraud Engagement serves as a front-line resource within a call center 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.

Essential Functions:

• 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 escalate 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

Requirements for Success:

Education & Experience:

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

Knowledge, Skills and Capabilities:

• Ability to work in a fast-paced environment
• Ability to analyze various situations and take appropriate action
• Meets established unit standards for quantity, quality and monitoring
• Responsible for monitoring monthly statistics and meeting personal and unit goals
• Speaks clearly and is able to convey a clear message
• Able to change applications and support business objectives.
• Works to achieve department and individual goals; supports management and unit and team to accomplish company objectives
• Utilizes established processes, research, and facts to make decisions

Schedule Flexibility:
Full-time positions are available across a variety of schedules, including day, evening, overnight, and weekend shifts. Specific schedules vary by position and location and will be discussed throughout the interview process. Schedule assignments are determined based on business needs and candidate availability at the time of hire. Candidates must be available to work the schedule associated with the position they are selected for.

Our Employee Value Proposition:

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package - Medical, Dental, and Vision (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.

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to age, race, color, sex, or gender identity/expression (including pregnancy, childbirth, transgender status, or sexual orientation), religion or creed, ancestry, citizenship, national origin, disability, military or veteran status, marital status, genetic information, or any other characteristic protected by applicable law.

We do not tolerate discrimination, harassment, or retaliation. Employment decisions are based solely on qualifications, merit, and business needs. Everyone is welcome here, and we hire based on your ability to do the job, not any protected characteristics.

If you need help or reasonable accommodation during the application or hiring process, please let your TA Partner know.