Fraud Investigator Customer Protection

Skills

About the Role

You will investigate fraud alerts across ACH, debit cards, cryptocurrency, and wire transfers. You will handle inbound customer calls, gather information and documentation, determine whether fraud occurred, document your rationale, identify emerging trends, refer cases where needed, and communicate next steps to customers.

Requirements

• 2+ years of fraud investigation experience or equivalent adjacent experience
• Knowledge of account takeover, identity theft, money mule, and money movement fraud
• Written and verbal communication skills
• Analytical skills
• Attention to detail
• Experience working with product, engineering, legal, compliance, vendor partners, or financial crimes
• Customer service skills

Responsibilities

• Conduct timely investigations of accounts flagged for fraud across payment vehicles
• Handle inbound customer calls concerning fraud restrictions and resolve cases under internal procedures
• Identify emerging fraud through critical thinking and pattern detection
• Document alert rationale and determinations and refer cases to other teams when necessary
• Gather customer information and applicable documentation
• Communicate next steps and expectations to customers

Benefits

• Bonus opportunities