Fraud Investigations Specialist

Associate II - Fraud Investigations – Hybrid (Glen Allen, VA)

Job Title: Associate II - Fraud Investigations

Location: Hybrid, Glen Allen, VA

Duration: Contract

Experience: 4+ year

Visa: GC, GC EAD OR USC and W2 (It's a client requirement)

Salary: $40-$45/hr

credit, debit, check and ACH fraud is the type of fraud experience they need.

Schedule:

• Monday through Friday, 8:00 AM - 5:00 PM
• Rotating Saturday schedule (approximately every third Saturday) * Tues, Wed and Thursdays are in the office - Hybrid. Saturday is remote.

About the Role

The Fraud Investigations Associate II is responsible for investigating suspected fraud activity, supporting impacted customers, and managing cases through resolution. This role requires a blend of fraud investigation expertise and exceptional customer service skills, as associates will regularly engage with customers who may be victims of fraud and are often experiencing stressful or emotionally charged situations. Successful candidates must be able to balance fraud risk mitigation with a positive customer experience while demonstrating empathy, professionalism, and sound judgment.

Required Qualifications

• 3-5+ years of relevant experience
• Prior fraud investigations, fraud operations, or fraud remediation experience
• Strong customer service and customer engagement skills
• Experience supporting fraud victims and handling highly sensitive conversations
• Ability to de-escalate challenging customer situations
• Strong verbal and written communication skills
• Experience working in a call center or high-volume customer contact environment
• Strong case management and organizational skills
• Ability to work independently while managing multiple priorities
• Bachelor's degree preferred; equivalent combination of education and experience may be considered

Preferred Qualifications

• Financial institution or banking experience * Experience handling escalated calls
• Fraud prevention or fraud risk management experience
• Experience with Verafin case management system is a plus
• Knowledge of fraud recovery and remediation processes

Compensation

Compensation: $35.00 – $45.00 per hour*

This is the targeted compensation range for this role. Please note that this range is provided as a guideline and the final offer will be based on several factors, including but not limited to, skillset and competencies, level of experience, education, certifications, and location.

Benefits

We offer a benefits package including medical, dental, vision, life, and disability insurance; 401(k); and training and professional development opportunities.

Equal Employment Opportunity

We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law.