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 exclusions to prevent unauthorized activity while minimizing disruption for legitimate customers
Make confident, fast decisions – sometimes saying “no” when protecting the customer and the Bank requires it
De‑escalate upset or frustrated customers while maintaining control of the conversation and following strict security protocols
Reissue cards, reset credentials, and guide customers through next steps when fraud is confirmed
Partner with internal teams and investigators by researching accounts and providing detailed information when needed

Associates degree, or at least 2 years of equivalent work experience
Flexibility to work varied schedules, including holidays and non‑traditional hours
Call center experience (highly preferred)
Customer service experience in a fast‑paced or high‑call‑volume environment
Banking, financial services, or fraud experience
Demonstrates strong de‑escalation skills by maintaining composure and professionalism in high‑pressure or escalated situations, confidently enforcing security protocols while protecting both the customer and the bank
Ability to make quick, accurate decisions while multi‑tasking
Awareness of common fraud scams and tactics (or willingness to learn quickly)
Comfort using computers and navigating multiple systems simultaneously
Ability to work independently with minimal supervision

Paid time off starting at 3 weeks per year, plus 12 paid federal holidays per year
Medical, dental, and vision benefits
401k match up to 5%
Various options for tuition assistance, paid parental and adoption leave, stock purchase, wellness and employee discounts
Receive 40 hours per year of volunteer time with an organization of your choosing (get paid to give back!)
And more

Fraud Support Associate – Inbound Call Center Agent

About this role