Fraud Engagement Associate

CardWorks • Pittsburgh, PA

2d

About The Position

The Associate I, Fraud & Non-Fraud Engagement serves as a front-line resource within a call center environment, supporting accountholders 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 accountholders who may be impacted by fraudulent activity, and ensuring timely, professional communication throughout the investigation and resolution process.

Requirements

• 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
• 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
• Candidates must be available to work the schedule associated with the position they are selected for.

Responsibilities

• Addresses questions and concerns on behalf of client accounts on a frequent basis pertaining to account activity
• Assists and advises accountholder regarding their accounts and counsels those who are victims of fraudulent activity
• Effectively and efficiently addresses accountholder 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 accountholder’s claims
• Protects our clients’ interests and pertinent information in the most professional way possible
• Makes decisions that benefit our accountholders and clients
• Facilitates problem resolution in accordance with policies and procedures
• Performs other duties as assigned

Benefits

• Medical, Dental, and Vision
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED