Every career journey is personal. That's why we empower you with the tools and support to create your own success story.

Be challenged. Be heard. Be valued. Be you ... be here.

Job Summary

Account Protection Associates are the initial point of contact for customers and business partners reporting potentially fraudulent activity. The associate leverage specialized tools to initiate investigations, support pending applications, and verify transaction data. By efficiently addressing fraud concerns, Account Protection Associates contribute to customer satisfaction, revenue protection, and the overall financial health of the organization.

 

Essential Job Functions

• Field investigative and verification calls to mitigate fraud loss. Identify potential fraudulent activity by analyzing customer behavior. Provide exceptional customer service, managing escalated issues. Escalate complex cases to specialized investigative units. Demonstrate strong communication skills when communicating with stakeholders. - (45%)
• Efficiently process pending credit applications utilizing the SNAP system. Contribute to the intake of new fraud claims within the VCARS system. Demonstrate proficiency in operating multiple software applications simultaneously, including Experian KIQ, Falcon, Accurint, and Microsoft Office Suite (Word, Excel, PowerPoint, Teams) to support job responsibilities. - (30%)
• Maintain a current understanding of evolving fraud trends, policies, and procedures. Exhibit strong attention to detail and accuracy while analyzing data to inform decision-making. Effectively prioritize and execute multiple tasks within established deadlines to meet operational goals. - (20%)
• Demonstrate exceptional performance by consistently exceeding quality and productivity goals. Actively participate in coaching sessions and meetings, both in-person and virtual, to enhance skills and performance. Foster open communication and collaboration while effectively managing time in a fast-paced environment. Utilize technology to optimize productivity. - (5%)

Minimum Qualifications

• High School Diploma or GED
• 0-1 years experience in Account Protection or Fraud or successful completion and fulfillment of departmental promotional criteria

Preferred Qualifications

• 1+ years experience Account Protection or Fraud

Skills

• Active Listening
• Analytical Thinking
• Computer Usage
• Pattern Recognition
• Fraud Investigations
• Customer Service

Additional Position Information

• Bilingual Role: This position is a Bilingual Spanish role; candidates must pass a verbal assessment in order to be eligible for consideration.
• Class Start: 11/10/25 in Account Protection Triage
• Training Schedule: Candidates must be able to attend all 5 weeks of training 11/10/25– 12/12/25 from 10:00 AM – 6:30 PM ET. The work schedule post training will be a set schedule assigned at time of offer.
• Pay Band: US05

Reports To: Supervisor and above

Direct Reports: 0

Work Environment

• Call Center environment. Schedule flexibility to work 40 hours per week including days, evenings, weekends and some holidays.

Physical and Mental Requirements

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily and meet the physical, mental and work environment requirements. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.

• Communicate/Hearing
• Communicate/Talking
• Move/Traverse
• Reaching
• Standing
• Stationary Position/Seated
• Typing/Writing
• Focus and complete tasks in situations that have a speed or productivity metric
• Maintain focus in high pressure or fast-paced work environment

#indprof

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Pay Range:

$18.00 - $24.00

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

This job is eligible for 10%/hr premium