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

Total Compensation:

• $22.00-$24.00 per hour

• Paid time off starting at 3 weeks per year, plus 12 paid federal holidays per year

• Medical, dental, and vision benefits

• 401k match up to 5%

• Various options for tuition assistance, paid parental and adoption leave, stock purchase, wellness and employee discounts

• Receive 40 hours per year of volunteer time with an organization of your choosing (get paid to give back!)

• And more

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 1100 Wehrle Drive, Williamsville, NY

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. While we will make every effort to consider individual scheduling preferences, weekend coverage, including Saturdays or Sundays, is ultimately determined by business needs at the time of schedule assignment. Each quarter, employees can bid for different shifts if they would like. Two shift examples are below:

• 12:00pm – 8:30pm | Days off: Saturdays & Wednesdays

• 10:00am – 6:30pm | Days off: Sundays & Tuesdays

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