Client Service & Product Support Consultant - Fraud Investigation

ADP is hiring a Client Service & Product Support Consultant (Compliance) in Wisely Card Fraud Investigations within our Employee Financial Solutions organization. As a Client Service & Product Support Consultant on the Fraud team, you will provide in‑depth subject‑matter expertise and second‑tier support for the Wisely Card product, focusing primarily on assisting card members inquiries and fraud concerns. You will use your technical and analytical skills to resolve issues and help protect card members from fraud, gaining hands‑on experience with industry‑leading fraud tools and a clear path to deepen your expertise and impact. What You’ll Do Provide prompt, second‑tier support for card member inquiries (and occasional client requests), ensuring complex fraud‑related issues are resolved accurately and efficiently. Maintain and expand subject‑matter expertise in fraud processes, system applications, and risk mitigation for the Wisely Card product. Investigate fraud cases using data analysis, business logic, and established protocols. Leverage fraud detection tools (including Feedzai, ThreatMetrix/LexisNexis, Visa) to research and resolve cases, identify trends, and recommend solutions. Support card members by troubleshooting technical issues, providing fraud process guidance, and escalating as needed. Participate in fraud mitigation projects, process improvements, and testing of new tool features. Develop and maintain knowledge of ADP systems, fraud schemes, and evolving industry threats. Collaborate with internal partners to ensure high‑quality card member experience and effective fraud prevention. Explain complex information clearly to card members, team members, and stakeholders. Provide informal guidance to new team members and share best practices. Document all casework and card member interactions according to company policies and compliance standards. Utilize strong Excel skills for data analysis, reporting, and metrics to identify trends and support business decisions. Collaborate with vendors and internal stakeholders to optimize fraud prevention strategies and resolve issues. Identify process gaps and propose solutions to enhance fraud detection and mitigation. Support compliance initiatives, audits, and regulatory reporting as required. Communicate effectively with senior leaders to provide updates and recommendations. Ensure ADP’s compliance with regulatory (e.g., Regulation E) and third‑party requirements. Apply knowledge of privacy and security protocols, identifying fraudulent activity and compliance with applicable laws and regulations. Escalate operational gaps or compliance concerns to management. Participate in compliance‑related training and communication programs as needed. To Succeed in This Role This role is located in our San Dimas, CA office. We support a hybrid working arrangement (3 days in the office minimum with 2 days at home). Minimum 2 years of relevant experience in card member or client service, fraud investigation, or technical support. Hands‑on experience or exposure to fraud detection tools (Feedzai, ThreatMetrix/LexisNexis, Visa or similar) strongly preferred. Solid analytical, problem‑solving, and communication skills. Expanded conceptual knowledge of fraud/risk discipline, with an eagerness to broaden capabilities. Ability to work independently, manage multiple priorities, and contribute to team projects. Experience with application support or technical troubleshooting is a plus. Adaptability and commitment to delivering excellent service to card members. Excellent written and verbal communication skills, including the ability to communicate with Senior Leadership and cross‑functional partners. Ability to lead projects and drive operational changes. Visionary mindset with the ability to anticipate issues and implement system changes. A college degree is great but not required. Other acceptable experiences could include military experience, which we value for the discipline, commitment, and problem‑solving abilities veterans develop and bring to the table. Preferred Qualifications Advanced degree. Professional certifications: Certified Fraud Examiner (CFE), Certified Anti‑Money Laundering Specialist (CAMS). Experience with the following tools: Feedzai or similar, Threat Metrix/LexisNexis, Visa. Background in payroll, implementation, and/or contact center operations. Excellent communication skills. Fast learner. Ability to influence. Analytical. Benefits Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short‑and Long‑Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. Compensation Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. The compensation for this role is USD $55,500.00 – USD $103,700.00 per year. Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal, state and local laws. Equal Employment Opportunity Statement Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance. #J-18808-Ljbffr ADP, Inc.