Senior Fraud Operations Representative

Job Summary

To support the Fraud Alert Investigation & Resolution team, the full-time Senior Fraud Operations Representative will investigate, research, and resolve various fraud alerts and claims while working onsite in Charlotte, NC.

Key responsibilities:

• Proactively identify opportunities to improve customer experience and mitigate risks related to fraudulent activity
• Conduct complex customer support tasks, including de-escalating sensitive situations and resolving claims
• Review suspicious transactions and take appropriate actions to protect customer accounts and minimize financial losses

Required qualifications:

• 2+ years of customer service support experience or equivalent demonstrated through work experience, training, military experience, or education
• Experience in fraud investigations, claims operations, or a related risk and control environment
• Ability to navigate difficult conversations and provide solutions while maintaining professionalism
• Strong analytical and investigative skills to identify fraud trends and assess risks
• Intermediate Microsoft Office skills, including Outlook, Word, Excel, and PowerPoint