Fraud Support Agent – Financial Services

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

📋 Description

• Analyze account activities to identify potential fraud.

• Offer support for fraud prevention, detection, and resolution.

• Confirm the legitimacy of suspicious transactions.

• Evaluate transaction and spending histories.

• Disable lost or stolen cards.

• Assist with urgent card or cash replacements.

• Activate new cards for customers.

• Authenticate customer identities and transactions.

• Manage notifications related to fraud incidents.

• Accurately document account activities and findings related to cases.

• Complete instructor-led training, self-study modules, systems training, compliance procedures, and live certification call-taking.

• Maintain a commitment adherence rate of 90% or above.

• Keep production Average Handle Time (AHT) below 190 seconds.

• Ensure quality assurance scores exceed 90%.

• Achieve a Voice of Customer score above 95%.

• Adhere to security, compliance, documentation, and procedural standards.

⛳️ Requirements

• Agents operate as independent contractors.

• Availability to serve 5 hours across 10 intervals on Saturdays and/or Sundays is required.

• During the Certification Statement of Work (SOW), a minimum of 10 hours and 20 intervals per week must be serviced.

• A successful certification requires achieving 90% or higher on necessary assessments.

• Attain a score of 90% or more on the final assessment.

• Complete all required self-study work without fail.

• Successfully finish Phase 1 of the training.

• Maintain an average Quality Assurance (QA) score of at least 90% across the required certification calls.

• No non-negotiable quality misses are allowed.

• Achieve a score of at least 85% on the Security Awareness course.

• Must have a Windows 11 computer with all updates installed.

• At least 8 GB of RAM is required.

• An Intel Core i5 processor (6th generation or newer) is necessary.

• A minimum of 4 processor cores must be present.

• The processor speed should be at least 2.4 GHz.

• Dual monitor setup is required.

• A hardwired Ethernet connection is mandatory.

• A hardwired USB headset with high-quality audio is needed.

• A noise-cancelling microphone is required.

• A webcam is necessary for the certification process.

• An Apple or Android smartphone is required for secondary verification.

• Candidates must undergo a background check, drug screening, and photo ID verification.

• Drug screening must be arranged within 48 hours of receiving the vendor email.

• Required screenings must be successfully completed at least 14 days prior to the start of training.

• Experience in financial services is preferred.

• Background in fraud prevention or support is preferred.

• Familiarity with chargebacks or electronic fund transfers is preferred.

• A typing speed of at least 40 words per minute is preferred.

• Strong attention to detail is essential.

• Capability to handle sensitive account information with confidence is necessary.

• Must follow security and compliance procedures meticulously.

• Clear and professional communication skills are required.

• Ability to work independently in a quiet home environment is essential.

• Comfortable navigating multiple systems is required.

• Additional enrollment restrictions may apply based on recent banking program experience, prior certification history, current enrollments, or past SOW terminations.

🏝️ Benefits

• Certification Pay: $7.00 per hour.

• Flexible choice of available servicing intervals based on program needs and servicing requirements.

• Opportunity to work remotely from home.

• No current fees for the necessary background check and drug screening.