FraudSupportAssociate

**Overview:** 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. **What You’ll Do:** * 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 **What We’re Looking For:** We’re looking for individuals who are calm under pressure, confident in difficult conversations, and motivated by protecting others. **Education and Experience Required:** * Associates degree, or at l