Associate I, Fraud Engagement

CardWorks Financial Group; Orlando (FL); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

401(k) plan with company match

Paid time off

Job summary

CardWorks Financial Group is seeking an Associate I, Fraud & Non-Fraud Engagement to join our frontline call center team. You will review account activity, gather essential information, and help resolve questions related to fraud and disputes while adhering to established policies.

The role focuses on protecting client interests, delivering timely communication, and escalating complex cases to back-end investigators as needed. A high school diploma and call center experience are preferred.

Qualifications

• High school diploma or equivalent required.
• 1+ year of related inbound/outbound call center experience desirable.
• Experience with First Data Resources (FDR), Evolve or related platforms preferred.

Responsibilities

• Answer inquiries and provide information on account activity.
• Advise accountholders and assist victims of fraud or disputes.
• Gather pertinent information and document customer interactions.
• Initiate investigations and escalate when needed.
• Notate and update customer records in the system.
• Assist in chargeback/dispute processes and protect client interests.

Skills

Call center experience

Fraud awareness

Communication skills

Analytical thinking

Education

High School Diploma or equivalent

Tools

FDR / Evolve

Job description

Become an everyday champion — and build a career where your impact fuels financial progress.What We DoCardWorks Financial Group is a diversified financial services platform building ethical solutions across credit, lending, and the full customer lifecycle. Through our family of companies, CardWorks Financial Group tackles the complex challenges that larger financial institutions leave behind. We’re embedded throughout the credit card ecosystem as a lender, servicer, and merchant acquirer.Who We AreMerrick Bank: The bank that buildsCardWorks Servicing: One partner, total performanceCarson Smithfield: Resolution with respectWith nearly 40 years of operating history, our track record is solid: disciplined in downturns and built to accelerate in recovery. The CardWorks Financial Group companies take precise approach in complex markets, as a top three non-prime focused general purpose card issuer and a top fifteen U.S. merchant acquirer.Our team tackles the industry’s most complex credit and payment challenges. And we believe that excellent work starts with a team that feels supported, respected, and empowered to grow.CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.Founded in 1997, Merrick Bank is an FDIC-insured financial institution headquartered in South Jordan, Utah, with over $10 billion in assets. A wholly owned subsidiary of CardWorks Financial Group, Merrick Bank serves roughly five million cardmembers and more than 100,000 merchant customers, offering credit cards, recreational loans, deposit accounts, merchant services and bank sponsorships to consumers and businesses.Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.Position Summary and Role Impact:The Associate I, Fraud & Non-Fraud Engagement serves as a front-line resource within a call center environment, supporting accountholders and clients through inbound fraud and/or dispute-related interactions. This role is responsible for reviewing account activity, gathering key information, identifying potential fraud concerns, and helping resolve account-related questions in accordance with established policies and procedures. Associates in this role play an important part in protecting client interests, supporting accountholders who may be impacted by fraudulent activity, and ensuring timely, professional communication throughout the investigation and resolution process.Essential Functions:Addresses questions and concerns on behalf of client accounts on a frequent basis pertaining to account activityAssists and advises accountholder regarding their accounts and counsels those who are victims of fraudulent activityEffectively and efficiently addresses accountholder issues by obtaining the most pertinent informationIdentifies areas of increased security procedures, and suggest recommendations to fraud prevention managementUpdates and notates customer information within the operating systemCompletes necessary steps to initiate further account investigationsDetermines when to escalate calls that require further assistanceAddresses chargeback/dispute related situationsActs as front-line investigators keeping back end investigators informed of any information that may pertain to that accountholder’s claimsProtects our clients’ interests and pertinent information in the most professional way possibleMakes decisions that benefit our accountholders and clientsFacilitates problem resolution in accordance with policies and proceduresPerforms other duties as assignedRequirements for Success:Education & Experience:Requires a high school diploma or equivalent educationPrior customer service experience is requiredOne (1) + year of related inbound or outbound call center experience desirableExperience with First Data Resources (FDR), Evolve or related platforms preferredExperience working with computers and various applications is requiredKnowledge, Skills and Capabilities:Ability to work in a fast-paced environmentAbility to analyze various situations and take appropriate actionMeets established unit standards for quantity, quality and monitoringResponsible for monitoring monthly statistics and meeting personal and unit goalsSpeaks clearly and is able to convey a clear messageAble to change applications and support business objectives.Works to achieve department and individual goals; supports management and unit and team to accomplish company objectivesUtilizes established processes, research, and facts to make decisionsSchedule Flexibility:Full-time positions are available across a variety of schedules, including day, evening, overnight, and weekend shifts. Specific schedules vary by position and location and will be discussed throughout the interview process. Schedule assignments are determined based on business needs and candidate availability at the time of hire. Candidates must be available to work the schedule associated with the position they are selected for.#INDEGOur Employee Value PropositionCompetitive Pay, including a Bonus Target or Variable Pay Incentive ProgramBenefits Package -Medical, Dental, and Vision (plus much more)401(k) Plan with Company MatchShort- & Long-Term DisabilityWellness ProgramsGroup Life and AD&D InsurancePaid Vacation, Sick Days and bank HolidaysEmployee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service RecognitionWe offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to age, race, color, sex, or gender identity/expression (including pregnancy, childbirth, transgender status, or sexual orientation), religion or creed, ancestry, citizenship, national origin, disability, military or veteran status, marital status, genetic information, or any other characteristic protected by applicable law.We do not tolerate discrimination, harassment, or retaliation. Employment decisions are based solely on qualifications, merit, and business needs. Everyone is welcome here, and we hire based on your ability to do the job, not any protected characteristics.If you need help or reasonable accommodation during the application or hiring process, please let your TA Partner know.