Fraud Support Associate

Overview: As a Fraud Support Associate, you are the first line of defense protecting our customers’ finances and personal information. You’ll work in a fast‑paced call center environment handling debit, credit, and digital transactions that have been flagged by our fraud detection systems. Every call matters – customers are calling because something isn’t working, something feels wrong, or fraud has already occurred. This is a high‑volume, inbound‑only role where you’ll balance customer service, investigative thinking, and sound judgment. You’ll be empowered to make real-time decisions, including when to approve transactions, restrict account access, or require in‑branch identity verification to keep our customers safe. What You’ll Do: Handle 30-40 inbound calls per day from customers whose card or digital transactions have been declined or restricted due to potential fraud Verify customer identity through detailed questioning, account review, and transaction analysis – while identifying and stopping fraudsters attempting to impersonate real customers Investigate flagged banking transactions to determine whether an exception should be allowed Place or remove card and digital exclusions to prevent unauthorized activity while minimizing disruption for legitimate customers Make confident, fast decisions – sometimes saying “no” when protecting the customer and the Bank requires it De‑escalate upset or frustrated customers while maintaining control of the conversation and following strict security protocols Reissue cards, reset credentials, and guide customers through next steps when fraud is confirmed Partner with internal teams and investigators by researching accounts and providing detailed information when needed What We’re Looking For: We’re looking for individuals who are calm under pressure, confident in difficult conversations, and motivated by protecting others. Education and Experience Required: Associates degree, or at least 2 years of equivalent work experience Flexibility to work varied schedules, including holidays and non‑traditional hours Education and Experience Preferred: Call center experience (highly preferred) Customer service experience in a fast‑paced or high‑call‑volume environment Banking, financial services, or fraud experience Demonstrates strong de‑escalation skills by maintaining composure and professionalism in high‑pressure or escalated situations, confidently enforcing security protocols while protecting both the customer and the bank Ability to make quick, accurate decisions while multi‑tasking Awareness of common fraud scams and tactics (or willingness to learn quickly) Comfort using computers and navigating multiple systems simultaneously Ability to work independently with minimal supervision Work Model & Office Location: This is a hybrid role requiring four days in-office per week Eligible candidates must live within reasonable commuting distance to 626 Commerce Drive, Amherst, NY 14228 Required Availability & Training: Candidates must have open availability between 9:00am and 9:00pm on both weekdays and weekends. Training is paid and fully remote, running Monday-Friday, 8:30am to 5:00pm for the first five weeks. After training, a consistent weekly schedule will be assigned based on business needs and will include one weekend shift per week. Each quarter, employees can bid for different shifts if they would like. Two shift examples are below: 12:00pm – 8:30pm | Days off: Saturday & Wednesday 10:00am – 6:30pm | Days off: Sunday & Tuesday Why This Role Matters: Fraud doesn’t just impact accounts – it impacts people’s lives. In this role, you’ll protect customers at some of their most stressful moments, safeguard their financial well‑being, and prevent real losses. You’ll be trusted to make meaningful decisions and empowered to do what’s right for both the customer and the Bank. #LI-111 M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.68 - $31.14 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. Location Buffalo, New York, United States of America Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members. View M&T’s Human Capital Report to learn more. Ready to join our team? Submit your application today! If you are unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at for assistance. M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace. Career Site Privacy Notice