Fraud & Conversion Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Examine flagged applications, incomplete details, suspicious activities, and other indicators of risk.

• Utilize investigative tools, external data sources, and internal information to verify customer details and evaluate fraud or application risk.

• Detect inconsistencies, emerging trends, and warning signs that necessitate review, escalation, or improvements in workflow.

• Resolve routine and moderately complex cases while escalating higher-impact or nuanced situations.

• Handle incoming client inquiries via phone and email regarding the application process.

• Perform proactive outreach to assist in application completion and enhance conversion rates.

• Offer education, guidance, troubleshooting support, and next steps to potential clients.

• Adhere to compliance guidelines, scripts, communication standards, and internal protocols.

• Record interactions, fraud review activities, customer progress, and case outcomes in the required systems.

• Prepare escalation summaries for Compliance, Risk, Legal, or leadership review.

• Implement QA feedback, coaching, audit results, and regulatory updates to enhance quality and compliance.

• Oversee assigned case queues, lead queues, follow-ups, and outreach efforts.

• Meet expectations for activity, responsiveness, quality, and conversion rates.

• Leverage dashboards, reporting tools, manager feedback, and QA insights to boost performance.

• Balance speed, accuracy, customer experience, and risk controls within a high-volume setting.

• Collaborate with Conversion Associates, Fraud Operations, Credit, Compliance, Risk, and other internal teams.

• Engage in meetings, coaching, training, and ongoing learning opportunities.

• Assist in process enhancements, pilot activities, outreach strategy testing, documentation updates, and fraud detection workflow improvements.

• Provide informal peer support, mentoring, or QA feedback assistance as required.

⛳️ Requirements

• Some college education; additional relevant experience beyond the minimum can be considered as a substitute.

• A minimum of 2 years’ experience in customer service, sales, call center, client support, lending operations, or a similar operational environment.

• At least 1 year of experience in fraud operations or risk investigation.

• Over 1 year of experience delivering customer-facing support and managing both inbound and outbound customer communications in a fast-paced, performance-oriented setting.

• Additional education beyond the required minimum can substitute for experience level.

• Capability to review documentation, identify discrepancies, follow procedures, and complete tasks accurately and punctually.

• Excellent verbal and written communication skills.

• Proficiency in clearly explaining information and guiding customers through subsequent steps.

• Comfort with data handling, reporting tools, CRM systems, queues, dashboards, scripts, and adapting processes.

• Preferred experience with personal loans, credit, lending, financial services, or student loan products.

• Familiarity with fraud trend monitoring, documentation review, customer verification, or risk investigation is preferred.

• Experience in call centers, outbound customer engagement, high-volume follow-up, or queue-based roles is preferred.

• Familiarity with platforms like Salesforce, LexisNexis, SentiLink, FNI, or similar tools is preferred.

• Ability to quickly learn new systems, scripts, and processes.

• Capability to thrive in a fast-paced, metrics-driven environment while ensuring accuracy, professionalism, and customer focus.

🏝️ Benefits

• Paid time off starting from Day 1.

• My Day initiative.

• Paid company holidays.

• Medical, dental, and vision coverage for eligible employees and their dependents.

• Health advocacy support.

• 401(k) plan with employer matching.

• Company-paid basic life insurance.

• Short- and long-term disability coverage.

• Employee Assistance Program (EAP).

• Wellbeing resources, including digital health and chronic-condition support.

• Family planning resources.

• Pet insurance.

• Tuition reimbursement.

• Access to an e-learning platform.

• Opportunities for learning, development, and career advancement.