Fraud Engagement Associate
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
- Experience working with computers and various applications is required
Nice To Haves
- One (1) + year of related inbound or outbound call center experience desirable
- Experience with First Data Resources (FDR), Evolve or related platforms preferred
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
- Vision
- 401(k) Plan with Company Match
- Short- & Long-Term Disability
- Wellness Programs
- Group Life and AD&D Insurance
- Paid Vacation
- Sick Days
- Bank Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
