Frontline Fraud Engagement Specialist

CardWorks; Pittsburgh (Allegheny County); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

401(k) Plan

Job summary

CardWorks is seeking an Associate I, Fraud & Non-Fraud Engagement to join our Pittsburgh call center. You will review account activity, gather key information, identify potential fraud, and assist accountholders with questions during investigations.

The role emphasizes timely, professional communication, adherence to policy, and collaboration with back-end investigators to protect client interests and resolve disputes across the fraud lifecycle.

Qualifications

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

Responsibilities

• Addresses questions 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 escalate 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.

Skills

Customer service

Call center

Communication

Fraud investigation

Data entry

Education

High school diploma or equivalent

Tools

FDR

Evolve

Job description

CardWorks is seeking an Associate I, Fraud & Non-Fraud Engagement to join our Pittsburgh call center. You will review account activity, gather key information, identify potential fraud, and assist accountholders with questions during investigations.

The role emphasizes timely, professional communication, adherence to policy, and collaboration with back-end investigators to protect client interests and resolve disputes across the fraud lifecycle.