Fraud Support Associate (Inbound Call Center) - Hybrid

Job description

Overview: As a Fraud Support Associate, you are the first line of defense protecting our customers’ finances and personal information. You’ll work in a fast‑paced call center environment handling debit, credit, and digital transactions that have been flagged by our fraud detection systems. Every call matters – customers are calling because something isn’t working , something feels wrong , or fraud has already occurred. This is a high‑volume, inbound‑only role where you’ll balance customer service, investigative thinking, and sound judgment. You’ll be empowered to make real-time decisions, including when to approve transactions, restrict account access, or require in‑branch identity verification to keep our customers safe. What You’ll Do: Handle 30-40 inbound calls per day from customers whose card or digital transactions have been declined or restricted due to potential fraud Verify customer identity through detailed questioning, account review, and transaction analysis – while identifying and stopping fraudsters attempting to impersonate real customers Investigate flagged banking transactions to determine whether an exception should be allowed Place or remove card and digital excl...