Fraud Specialist

Fraud Specialist I

Our ideal candidate is someone who is excited to become a part of an awesome, fast-growing team and must display these three top (required) skills:

1. Minimum 2 years of experience handling credit card fraud claims and billing disputes.
2. Strong analytical and investigative skills with the ability to identify fraud patterns, trends, and anomalies.
3. Strong attention to detail and ability to make accurate decisions in a fast-paced environment while maintaining productivity and quality standards.

General Position Summary: The Fraud Specialist I monitors account and transaction activity, investigates suspected fraud and unauthorized transactions, processes billing disputes, and takes appropriate account actions to reduce loss while supporting a positive customer experience. This role uses card servicing and dispute processing platforms to document investigations, manage cases, and complete work accurately and within established service, regulatory, and network requirements.

Perks:

• Medical, FSA & HSA, Dental, Vision + More!
• 401k - 100% vested once you start contributing. Generous company match!
• Regular employee health, wellness & engagement activities!
• Pet Insurance, because fur babies are important to us too!

About Vervent: As one of the pre-eminent Lending as a Service (LaaS) companies, Vervent sets the global standard for outperformance by delivering superior expertise, future-built technology, and meaningful services. We support our industry-leading partners with primary strategic services including Loan & Lease Servicing, Call Center Services, Backup Servicing/Capital Markets Support, Credit Card Servicing, and Card Marketing & Customer Acquisition. Vervent empowers companies to accelerate business, drive compliance, and maximize service.

Primary Responsibilities:

• Monitor fraud, security, exception, reopening, reinstatement, and other operational reports; review accounts for suspicious activity, patterns, and anomalies.
• Investigate fraud claims and unauthorized transactions, document findings, and take appropriate account actions in accordance with procedures and delegated authority.
• Process billing disputes accurately and timely in accordance with applicable Regulation Z requirements, card network rules, and departmental procedures.
• Use card servicing platforms to research account history, review transaction and customer information, place or remove account controls, update account status, and document actions.
• Use dispute processing or case management platforms to open, maintain, track, and resolve fraud and billing dispute cases, including required notes and supporting documentation.
• Handle inbound calls or referrals involving lost or stolen cards, unauthorized activity, fraudulent applications, non-receipt issues, and compromised accounts, as assigned.
• Review returned payments and related account activity for potential risk and apply appropriate blocks or escalations.
• Research and respond to correspondence, automated consumer dispute verification requests, and inquiries from internal or external partners.
• Complete account closures and other servicing actions accurately and within established service-level expectations.
• Meet departmental standards for quality, productivity, attendance, documentation, and regulatory compliance.
• Identify emerging fraud trends, recurring process issues, and control gaps; escalate concerns and recommend improvements to procedures or controls.
• Protect confidential customer and company information and follow all applicable policies, procedures, and information-security requirements.
• Perform additional duties as assigned.

Requirements:

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Minimum of two years of experience in credit card fraud, billing disputes, card servicing, claims, or closely related financial services operations.
• Hands-on experience using a card servicing platform and a dispute processing or case management platform is required. Experience with the specific platforms used by the organization is strongly preferred.
• Servicing platform examples: Fiserv, CoreCard.
• Dispute management platform examples: FirstTrack, Decisionly
• Working knowledge of fraud claim and billing dispute workflows, including account research, case documentation, and resolution activities.
• Strong analytical and investigative skills, including the ability to identify suspicious patterns, anomalies, and potential fraud trends.
• Exceptional attention to detail and the ability to make accurate, timely decisions using established procedures and available information.
• Effective written and verbal communication skills, with clear and complete case documentation.
• Proficiency with Microsoft Excel and Word; ability to use Excel to organize, review, and analyze operational data.
• Ability to adapt to changing fraud patterns, priorities, procedures, technology, and workload demands.
• Ability to maintain professionalism, sound judgment, confidentiality, and dependable attendance.
• Maintain acceptable attendance standards
• Adhere to all company policies and procedures as stated within the company handbook.

Preferred Qualifications:

• Experience with credit card issuer processing, card network dispute workflows, or consumer lending operations.
• Experience researching unauthorized transactions and processing fraud claims or billing disputes from intake through resolution.
• Familiarity with Visa and Mastercard dispute concepts, fraud reason codes, supporting documentation, and case time frames.
• Experience working in a production environment with established quality, productivity, and service-level standards.
• Experience recognizing fraud trends and escalating potential control gaps or coordinated fraud activity.

Core Competencies:

• Analytical thinking and pattern recognition
• Investigation and problem solving
• Accuracy and attention to detail
• Decision making and sound judgment
• Customer and client focus
• Written documentation and communication
• Adaptability and teamwork
• Ownership and accountability

Physical Requirements:

The work is primarily intellectual and computer-based. The employee may sit or stand for prolonged periods and must be able to operate standard office equipment, including a computer, keyboard, mouse, telephone, copier, and related tools. The role requires close and intermediate vision, the ability to adjust focus, hear normal sounds, distinguish speech, and communicate clearly. Occasional lifting of items up to 35 pounds may be required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities required of the employee. Duties, responsibilities, schedules, and work arrangements may change at any time, with or without notice, based on business needs and applicable policy.

Salary: $17.31 - $23.08 per hour