Associate Fraud & Claim Operations Representative

In this role, you will:

• Support and capture all pertinent information from customers about their claims

• Conduct research and provide updates on status of new and existing claims

• Identify opportunities to improve customer experience after thorough research of complex account activity, and take appropriate actions to handle the claim

• Perform routine customer support tasks by maintaining balance between exceptional customer service and solid investigative research while answering incoming calls in a call center environment

• Receive direction from team lead and escalate questions and issues to more experienced roles

• Interact with colleagues on basic day-to-day issues, and network with supporting functional areas to create a seamless experience for the customers

Required Qualifications:

• 6+ months of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Deliver exceptional customer service while handling Fraud Visa Debit Card claims.

• Investigate, monitor, and resolve customer transaction disputes related to suspected fraud.

• Conduct detailed claim reviews in accordance with Regulation E guidelines and company policies.

• Analyze customer claims, questionnaires, and transaction details to determine claim validity.

• Communicate claim outcomes and resolutions clearly and professionally to customers.

• Perform thorough research and investigations to gather all necessary information for claim resolution.

• Utilize multiple online systems and tools efficiently to review, document, and process claims.

• Maintain accurate and detailed records of investigations, findings, and customer interactions.

• Apply strong decision-making skills to assess fraud-related cases and recommend appropriate actions.

• Identify suspicious transaction patterns and escalate complex cases when required.

• Ensure compliance with regulatory requirements, internal controls, and operational procedures.

• Work effectively in a fast-paced, quality-driven environment while maintaining high accuracy.

• Demonstrate strong attention to detail when reviewing transactions and supporting documentation.

• Collaborate with internal teams to resolve customer issues and improve overall service delivery.

• Meet productivity, quality, and service level expectations while handling assigned workloads.

• Support risk mitigation efforts by identifying and addressing potential fraudulent activities.

• Continuously enhance knowledge of fraud prevention practices, banking regulations, and operational processes.

• Perform moderately complex operational accounting activities to maintain a complete and accurate general ledger and customer accounts.

• Prepare and generate managerial and financial reports based on accounting records.

• Provide operational accounting support to internal business groups and operational departments.

• Review customer financial statements and related financial data.

• Prepare and review accounting transactions supporting business group products and services.

• Create and post accounting journal entries in accordance with accounting policies.

• Gather, analyze, review, and prepare data required for regulatory reporting.

• Prepare and review account reconciliations to ensure accuracy and compliance.

• Complete account certifications and validate financial records.

• Assist in the preparation of consolidated balance sheets and income statements.

• Perform customer account maintenance activities and ensure account accuracy.

• Generate invoice files and support billing processes.

• Process client billing adjustments and resolve billing discrepancies.

• Handle ACH transactions, deposits, and related payment processing activities.

• Review tax-related transactions and ensure compliance with applicable regulations.

• Maintain accurate financial records and support audit and compliance requirements.

• Identify and resolve accounting discrepancies, exceptions, and operational issues.

• Ensure adherence to internal controls, accounting standards, and organizational policies.

​Job Expectations:

• ​The nature of claims handled can be complex; therefore, the ability to review information from multiple sources, attention to detail, and the ability to apply regulatory and VISA rules to the claim decision is critical.

• Strong verbal & written communication, interpersonal, and collaboration skills

• Proven ability to learn and apply new information

• Able to multi-task to accomplish tasks effectively.

• Able to interpret the documents or the requests received.

• Excellent data entry skills

• Strong verbal & written communication skills

• Analytic skill

• Good Math and accounts skills

• Ability to work quickly & accurately while maintaining acceptable standards of workmanship

• Quick learner with the ability to retain high volume of information

• Ability to recognize and escalate any discrepancies identified or noticed while processing.

• Strong Ability to apply regulatory and VISA rules to the claim decision.