Fraud Resolution Associate I

CardWorks, Inc.; Pittsburgh, Northern (Allegheny County, KY); Hybrid; USD 32,000 - 52,000; Full time

Job summary

CardWorks Financial Group is seeking an Associate I, Fraud & Non-Fraud Engagement to support accountholders and clients in a call center environment. You will review account activity, gather information, identify potential fraud concerns, and resolve questions in accordance with established policies.

As a frontline investigator, you will protect client interests, assist victims of fraud, and ensure timely, professional communication throughout the investigation and resolution process.

Qualifications

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

Responsibilities

• 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 elevate 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.

Skills

Customer service

Communication

Analytical thinking

Adaptability

Attention to detail

Education

High school diploma or equivalent

Tools

FDR/Evolve platforms

Job description

CardWorks Financial Group is seeking an Associate I, Fraud & Non-Fraud Engagement to support accountholders and clients in a call center environment. You will review account activity, gather information, identify potential fraud concerns, and resolve questions in accordance with established policies.

As a frontline investigator, you will protect client interests, assist victims of fraud, and ensure timely, professional communication throughout the investigation and resolution process.