Fraud Investigations Specialist

Summary

Associate II - Fraud Investigations – Hybrid (Glen Allen, VA)Job Title: Associate II - Fraud InvestigationsLocation: Hybrid, Glen Allen, VADuration: ContractExperience: 4+ yearVisa: GC, GC EAD OR USC and W2 (It's a client requirement)Salary: $40-$45/hrcredit, debit, check and ACH fraud is the type of fraud experience they need.Schedule:Monday through Friday, 8:00 AM - 5:00 PMRotating Saturday schedule (approximately every third Saturday) * Tues, Wed and Thursdays are in the office - Hybrid. Saturday is remote.About the RoleThe Fraud Investigations Associate II is responsible for investigating suspected fraud activity, supporting impacted customers, and managing cases through resolution. This role requires a blend of fraud investigation expertise and exceptional customer service skills, as associates will regularly engage with customers who may be victims of fraud and are often experiencing stressful or emotionally charged situations. Successful candidates must be able to balance fraud risk mitigation with a positive customer experience while demonstrating empathy, professionalism, and sound judgment.Required Qualifications3-5+ years of relevant experiencePrior fraud investigations, fraud operations, or fraud remediation experienceStrong customer service and customer engagement skillsExperience supporting fraud victims and handling highly sensitive conversationsAbility to de-escalate challenging customer situationsStrong verbal and written communication skillsExperience working in a call center or high-volume customer contact environmentStrong case management and organizational skillsAbility to work independently while managing multiple prioritiesBachelor's degree preferred; equivalent combination of education and experience may be consideredPreferred QualificationsFinancial institution or banking experience * Experience handling escalated callsFraud prevention or fraud risk management experienceExperience with Verafin case management system is a plusKnowledge of fraud recovery and remediation processesCompensationCompensation: $35.00 – $45.00 per hour*This is the targeted compensation range for this role. Please note that this range is provided as a guideline and the final offer will be based on several factors, including but not limited to, skillset and competencies, level of experience, education, certifications, and location.BenefitsWe offer a benefits package including medical, dental, vision, life, and disability insurance; 401(k); and training and professional development opportunities.Equal Employment OpportunityWe are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law.

Job Description

Associate II - Fraud Investigations – Hybrid (Glen Allen, VA)Job Title: Associate II - Fraud InvestigationsLocation: Hybrid, Glen Allen, VADuration: ContractExperience: 4+ yearVisa: GC, GC EAD OR USC and W2 (It's a client requirement)Salary: $40-$45/hrcredit, debit, check and ACH fraud is the type of fraud experience they need.Schedule:Monday through Friday, 8:00 AM - 5:00 PMRotating Saturday schedule (approximately every third Saturday) * Tues, Wed and Thursdays are in the office - Hybrid. Saturday is remote.About the RoleThe Fraud Investigations Associate II is responsible for investigating suspected fraud activity, supporting impacted customers, and managing cases through resolution. This role requires a blend of fraud investigation expertise and exceptional customer service skills, as associates will regularly engage with customers who may be victims of fraud and are often experiencing stressful or emotionally charged situations. Successful candidates must be able to balance fraud risk mitigation with a positive customer experience while demonstrating empathy, professionalism, and sound judgment.Required Qualifications3-5+ years of relevant experiencePrior fraud investigations, fraud operations, or fraud remediation experienceStrong customer service and customer engagement skillsExperience supporting fraud victims and handling highly sensitive conversationsAbility to de-escalate challenging customer situationsStrong verbal and written communication skillsExperience working in a call center or high-volume customer contact environmentStrong case management and organizational skillsAbility to work independently while managing multiple prioritiesBachelor's degree preferred; equivalent combination of education and experience may be consideredPreferred QualificationsFinancial institution or banking experience * Experience handling escalated callsFraud prevention or fraud risk management experienceExperience with Verafin case management system is a plusKnowledge of fraud recovery and remediation processesCompensationCompensation: $35.00 – $45.00 per hour*This is the targeted compensation range for this role. Please note that this range is provided as a guideline and the final offer will be based on several factors, including but not limited to, skillset and competencies, level of experience, education, certifications, and location.BenefitsWe offer a benefits package including medical, dental, vision, life, and disability insurance; 401(k); and training and professional development opportunities.Equal Employment OpportunityWe are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law.