Fraud Support Associate

M&T Bank•Amherst, NY

1d•Hybrid

About The Position

As a Fraud Support Associate, you are the first line of defense protecting our customers’ finances and personal information. You’ll work in a fast‑paced call center environment handling debit, credit, and digital transactions that have been flagged by our fraud detection systems. Every call matters – customers are calling because something isn’t working, something feels wrong, or fraud has already occurred. This is a high‑volume, inbound‑only role where you’ll balance customer service, investigative thinking, and sound judgment. You’ll be empowered to make real-time decisions, including when to approve transactions, restrict account access, or require in‑branch identity verification to keep our customers safe.

Requirements

Associates degree, or at least 2 years of equivalent work experience
Flexibility to work varied schedules, including holidays and non‑traditional hours
Calm under pressure
Confident in difficult conversations
Motivated by protecting others
Demonstrates strong de‑escalation skills by maintaining composure and professionalism in high‑pressure or escalated situations, confidently enforcing security protocols while protecting both the customer and the bank
Ability to make quick, accurate decisions while multi‑tasking
Comfort using computers and navigating multiple systems simultaneously
Ability to work independently with minimal supervision

Nice To Haves

Call center experience (highly preferred)
Customer service experience in a fast‑paced or high‑call‑volume environment
Banking, financial services, or fraud experience
Awareness of common fraud scams and tactics (or willingness to learn quickly)

Responsibilities

Handle 30-40 inbound calls per day from customers whose card or digital transactions have been declined or restricted due to potential fraud
Verify customer identity through detailed questioning, account review, and transaction analysis – while identifying and stopping fraudsters attempting to impersonate real customers
Investigate flagged banking transactions to determine whether an exception should be allowed
Place or remove card and digital exclusions to prevent unauthorized activity while minimizing disruption for legitimate customers
Make confident, fast decisions – sometimes saying “no” when protecting the customer and the Bank requires it
De‑escalate upset or frustrated customers while maintaining control of the conversation and following strict security protocols
Reissue cards, reset credentials, and guide customers through next steps when fraud is confirmed
Partner with internal teams and investigators by researching accounts and providing detailed information when needed