Fraud & Disputes Investigator I: Protect Cardholders

DataSync; Henderson (NV); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Job summary

Paysign's Fraud and Disputes department seeks an Investigator I to serve as the primary contact for cardholders with fraud and dispute claims. You will handle inbound calls, manage cases end-to-end, gather documentation, and support chargeback submissions from intake through resolution.

You will follow SOPs, adhere to network timeframes, communicate case status, and collaborate with Chargeback Specialists. Strong attention to detail and excellent communication are essential for success in a

Qualifications

• Proven ability to handle a high volume of inbound calls with professionalism.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities for reviewing transaction data.

Responsibilities

• Handle inbound cardholder calls to take new fraud and dispute claims and provide updates on the status of existing cases.
• Manage the full life cycle of assigned fraud and dispute cases, from intake through resolution.
• Conduct investigative reviews of disputed transactions, including account history and surrounding transaction activity, to determine claim validity and cardholder liability.
• Collect and review supporting documentation from cardholders, ensuring evidence is complete and accurate for chargeback submission.
• Collaborate with Chargeback Specialists on claim details to support timely chargeback filing.
• Identify and report suspicious activity to the Fraud Analyst team.
• Send cardholder correspondence on case status, provisional credits and debits, and final resolution.
• Follow established standard operating procedures (SOPs), card network rules, and Regulation E requirements on every case.
• Document case activity and findings accurately in the case management system so cases are resolved within SLAs.
• Meet call performance, call quality, and case quality standards.

Skills

Communication

Attention to detail

Call handling

MS Office

CRM experience

Education

High school diploma or GED

Tools

Salesforce

Case management system

Job description

Paysign's Fraud and Disputes department seeks an Investigator I to serve as the primary contact for cardholders with fraud and dispute claims. You will handle inbound calls, manage cases end-to-end, gather documentation, and support chargeback submissions from intake through resolution.

You will follow SOPs, adhere to network timeframes, communicate case status, and collaborate with Chargeback Specialists. Strong attention to detail and excellent communication are essential for success in a