Fraud Support Associate (Inbound Call Center) - Hybrid

M&T Bank • Bridgeport, CT

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

Benefits

• Paid time off starting at 3 weeks per year
• 12 paid federal holidays per year
• Medical, dental, and vision benefits
• 401k match up to 5%
• Various options for tuition assistance
• Paid parental and adoption leave
• Stock purchase
• Wellness and employee discounts
• Receive 40 hours per year of volunteer time with an organization of your choosing (get paid to give back!)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree