Associate Fraud & Claims Operations Representative

Overview

Front-line role in a high-volume call center supporting customers through potential fraud situations, investigating account activity and resolving fraud, claims and dispute issues.

What you'll do

• Review routine fraud alerts, transactions, claims, and referrals using established procedures to reach accurate case outcomes in a call center environment
• Gather, verify, and assess customer information to accurately initiate and support fraud and claims processing
• Manage multiple cases in a high-volume call center environment while meeting quality and service expectations
• Perform operational and customer support tasks related to fraud prevention, dispute resolution, and account servicing via voice and non-voice functions
• Research basic account activity and transaction details to support case review
• Ensure timely, accurate, and complete case handling while partnering with team members for support as needed
• Ask targeted questions and review account activity to understand customer situations and identify potential fraud concerns
• Communicate with customers and internal partners to obtain or provide routine information
• Apply authentication practices to prevent fraud

What you'll need

• 6+ months of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 6+ months experience in chargebacks or cards operations
• Knowledge in Debit and Credit cards
• Strong analytical skills
• Reviews, verifies and/or identifies customer transactions to detect/prevent fraud, policy violations or resolve merchant disputes to mitigate and/or recover losses responsible for multiple claim types
• Monitors and reviews complex account activity requiring research that may involve multiple transaction channels and products to reach resolution using multiple systems and applications
• Should possess basic banking knowledge and ability to analyze, investigate debit card disputed claims
• Receive direction from team lead and escalate questions and issues to more experienced roles
• Perform in-depth reviews of monetary and non-monetary transactions, and resolve customer disputes

Nice to have

• Experience gathering, reviewing, documenting, and analyzing customer and account information to support fraud investigations, claims processing, and risk assessment activities
• Demonstrated analytical thinking, critical thinking, and problem-solving skills to identify fraud indicators, evaluate information, and determine appropriate next steps within established guidelines
• Experience investigating and resolving customer issues while applying sound judgment, compliance requirements, and risk mitigation practices
• Proven skills managing high-volume workloads, adapting to changing priorities, and consistently meeting quality, accuracy, and service expectations
• Experience using multiple systems, tools, and technology platforms to support customer service operations and drive efficient case management
• Strong collaboration skills and experience partnering across teams and stakeholders to achieve shared goals and deliver positive customer outcomes

Details

• Must be flexible and willing to work night shifts based on business requirements
• Not eligible for Visa sponsorship (U.S. only)