Fraud Customer Response Specialist

Fidelity Investments • Jacksonville, FL

6d • Hybrid

About The Position

Job Description: Our mission is to empower and protect Fidelity customers. As a Fraud Customer Response Specialist, you will be tasked with investigating suspicious activity to protect customer accounts and confidential information. In this role, addressing individual concerns requires a firm understanding of Fidelity customer-facing security and knowledge of resources (internal and external) available to clients allowing the Fraud Customer Response Team to balance the need for accurate risk management and outstanding customer service. The Fraud Customer Response Specialist will work closely with FIU, WI Participant Services, Compliance, Legal, and Risk Management.

Requirements

• Bachelor’s degree or equivalent experience
• Help desk, fraud prevention, supervisory, criminal justice, legal or financial investigative experience required.
• FINRA Series 7 and 63 required
• An ability to readily assess and mitigate risk for our customers and the firm.
• Your strong verbal and written communication skills
• Your ability to expertly develop rationales for your decisions.

Responsibilities

• Investigating suspicious activity to protect customer accounts and confidential information.
• Addressing individual concerns requires a firm understanding of Fidelity customer-facing security and knowledge of resources (internal and external) available to clients allowing the Fraud Customer Response Team to balance the need for accurate risk management and outstanding customer service.
• Educating the customer as to the nature of issues at hand to prevent recurrence.
• Resolving customers’ account issues and escalated situations in a way that promotes long-term customer happiness, while balancing Fidelity’s business needs.
• Analyzing customer accounts for suspicious data maintenance or other transactional activity through desktop and other proprietary risk management systems
• Connecting with risk teams to conduct and coordinate technical investigations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees