Associate I, Fraud Engagement

CardWorks; Orlando (FL); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Bonus potential

Medical, Dental & Vision benefits

401(k) with company matching

Short- & Long-Term Disability

Wellness programs

Paid vacation & holidays

Job summary

CardWorks Financial Group is seeking an Associate I, Fraud & Non‑Fraud Engagement to join our call center team in Orlando, FL. You will review account activity, gather key information, identify potential fraud concerns, and assist with resolving questions in line with established policies.

The role requires a high school diploma and prior customer service experience, with preference for 1+ year of call center work and familiarity with FDR/Evolve platforms.

Qualifications

• High school diploma or equivalent.
• Prior customer service experience required.
• 1+ year of call center experience desired.
• Experience with FDR or Evolve platforms preferred.
• Proficient with computers and multiple applications.

Responsibilities

• Address client questions on account activity.
• Advise accountholders and counsel fraud victims.
• Obtain pertinent information to resolve issues.
• Escalate calls as needed and support investigations.
• Document customer information and actions in system.
• Handle chargebacks and disputes.
• Protect client interests with professional communication.

Skills

Customer service

Communication

Fast-paced environment

Analytical thinking

Education

High School Diploma or GED

Tools

First Data Resources (FDR) / Evolve

Job description

Become an everyday champion — and build a career where your impact fuels financial progress.

What We Do

CardWorks 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 Are

• Merrick Bank: The bank that builds
• CardWorks Servicing: One partner, total performance
• Carson Smithfield: Resolution with respect

With 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 centre 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 activity
• Assists and advises accountholder regarding their accounts and counsels those who are victims of fraudulent activity
• Effectively and efficiently addresses accountholder issues by obtaining the most pertinent information
• Identifies areas of increased security procedures, and suggest recommendations to fraud prevention management
• Updates and notates customer information within the operating system
• Completes necessary steps to initiate further account investigations
• Determines when to escalation calls that require further assistance
• Addresses chargeback/dispute related situations
• Acts as front‑line investigators keeping back end investigators informed of any information that may pertain to that accountholder’s claims
• Protects our clients’ interests and pertinent information in the most professional way possible
• Makes decisions that benefit our accountholders and clients
• Facilitates problem resolution in accordance with policies and procedures
• Performs other duties as assigned

Requirements For Success

Education & Experience:

• Requires a high school diploma or equivalent education
• Prior customer service experience is required
• One (1) + year of related inbound or outbound call centre experience desirable
• Experience with First Data Resources (FDR), Evolve or related platforms preferred
• Experience working with computers and various applications is required

Knowledge, Skills And Capabilities

• Ability to work in a fast‑paced environment
• Ability to analyze various situations and take appropriate action
• Meets established unit standards for quantity, quality and monitoring
• Responsible for monitoring monthly statistics and meeting personal and unit goals
• Speaks clearly and is able to convey a clear message
• Able to change applications and support business objectives.
• Works to achieve department and individual goals; supports management and unit and team to accomplish company objectives
• Utilizes established processes, research, and facts to make decisions

Schedule 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. #INDEG

Our Employee Value Proposition

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package -Medical, Dental, and Vision (plus much more)
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition

We 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.