M&T Bank
Banking
FraudSupportAssociate
“Fraud Support Associate at M&T Bank. Skills: Customer service, Fraud detection, Decision making. Handle inbound calls from customers. Verify customer identity”
What You'll Achieve.
Protecting customers’ finances and personal information; Stopping fraudsters attempting to impersonate real customers; Prevent unauthorized activity; Minimizing disruption for legitimate customers; Protecting the customer and the Bank; Safeguard financial well-being; Prevent real losses
Industry & Context.
Investigative thinking; Sound judgment; Make confident, fast decisions
Four days in-office per week, Live within reasonable commuting distance to 626 Commerce Drive, Amherst, NY 14228, Paid and fully remote training for the first five weeks, Monday-Friday, 8:30am to 5:00pm, One weekend shift per week after training
What They're Looking For.
Must Have
Associates degree, or at least 2 years of equivalent work experience, Flexibility to work varied schedules, including holidays and non-traditional hours, Open availability between 9:00am and 9:00pm on both weekdays and weekends
Nice to Have
Call center experience, Customer service experience in a fast-paced or high-call-volume environment, Banking, financial services, or fraud experience, Demonstrates 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, Awareness of common fraud scams and tactics (or willingness to learn quickly), Comfort using computers and navigating multiple systems simultaneously, Ability to work independently with minimal supervision
What You'll Do.
Handle inbound calls from customers
Verify customer identity
Investigate flagged banking transactions
Place or remove card and digital exclusions
De-escalate upset or frustrated customers
Guide customers through next steps
Provide detailed information
How You'll Work.
Team & Collaboration
Partner with internal teams and investigators
Communication Scope
Confident in difficult conversations; De-escalate upset or frustrated customers
Applying for this Fraud Support Associate role?
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