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.LocationAmherst, New York, United States of AmericaSkills Required
- Associates degree or at least 2 years of equivalent work experience
- Call center experience
- Customer service experience in a fast-paced environment
- Banking, financial services, or fraud experience
M&T Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about M&T Bank and has not been reviewed or approved by M&T Bank.
-
Retirement Support — Retirement benefits are positioned as a strong pillar, including a 401(k) match and the possibility of an additional employer contribution, plus access to an employee stock purchase plan.
-
Leave & Time Off Breadth — Time-off offerings are framed as competitive, with a flexible PTO approach and paid volunteer time called out as a meaningful add-on to standard leave.
-
Wellbeing & Lifestyle Benefits — Wellbeing support appears comparatively robust, highlighted by mental-health therapy/coaching sessions and broader wellness programming alongside community-oriented perks.
M&T Bank Insights
What We Do
M&T Bank is a multi-state community-focused bank serving New York, Maryland, New Jersey, Pennsylvania, Delaware, Connecticut, Virginia, West Virginia and Washington, D.C. Founded in 1856, the company provides banking, investment, insurance and mortgage financial services to more than 3.6 million consumer, business and government clients.
