ZipRecruiter

Log In

1

Fraud Customer Service Representative Jobs (NOW HIRING)

Collabera

Fraud Analyst (CSR)

Kennesaw, GA

$16 - $20/hr

Typically reports to Fraud Detection/Prevention Supervisor Qualifications * Customer service experience, demonstrated commitment to providing quality customer service * Proven history of ...

next page

Showing results 1-20

All JobsFraud Customer Service Representative Jobs

Fraud Customer Service Representative information

See salary details

$9

$18

$26

How much do fraud customer service representative jobs pay per hour?

As of Jul 26, 2026, the average hourly pay for fraud customer service representative in the United States is $18.80, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $20.91 per hour, depending on experience, location, and employer.

What is the difference between Fraud Customer Service Representative vs Customer Service Representative?

AspectFraud Customer Service RepresentativeCustomer Service Representative
Required CredentialsHigh school diploma; some roles may prefer certifications in fraud preventionHigh school diploma or equivalent; customer service experience often preferred
Work EnvironmentCall centers, financial institutions, online platformsRetail stores, call centers, online support
Employer & IndustryFinancial services, banking, e-commerceRetail, telecommunications, various service industries
Common Search & ComparisonFocuses on fraud detection, prevention, and dispute resolutionFocuses on general customer support and issue resolution

In summary, Fraud Customer Service Representatives specialize in identifying and preventing fraud within financial or online platforms, requiring specific knowledge of fraud protocols. Customer Service Representatives handle a broader range of customer inquiries across various industries, focusing on general support without specialized fraud expertise.

What are Fraud Customer Service Representatives?

Fraud Customer Service Representatives are professionals who assist customers in identifying and resolving fraudulent activities on their accounts. They work for banks, credit card companies, or other financial institutions and handle inquiries related to unauthorized transactions, identity theft, or suspicious account activity. Their responsibilities include investigating fraud claims, educating customers on fraud prevention, and helping to secure affected accounts. These representatives play a crucial role in maintaining customer trust and minimizing financial losses for both the customer and the organization.

What are the key skills and qualifications needed to thrive as a Fraud Customer Service Representative, and why are they important?

To excel as a Fraud Customer Service Representative, you need strong analytical skills, attention to detail, and a background in customer service or finance, often supported by a high school diploma or equivalent. Familiarity with fraud detection systems, case management software, and CRM platforms is typically required. Excellent communication, problem-solving, and emotional resilience help build trust with customers and efficiently resolve sensitive issues. These skills are essential to accurately identify fraudulent activity, protect customer assets, and maintain the organization's reputation.

What are some common challenges faced by Fraud Customer Service Representatives when handling suspicious account activity, and how can they effectively address them?

Fraud Customer Service Representatives often encounter challenges such as quickly identifying fraudulent activity while maintaining a positive customer experience. Balancing the need for accurate investigation with the urgency of preventing further fraud can be demanding. Representatives must remain calm and empathetic, communicate clearly with customers, and follow strict verification protocols. Effective collaboration with fraud analysts and adherence to established procedures are crucial for resolving cases efficiently and preventing escalation.
More about Fraud Customer Service Representative jobs
What cities are hiring for Fraud Customer Service Representative jobs? Cities with the most Fraud Customer Service Representative job openings:
What job categories do people searching Fraud Customer Service Representative jobs look for? The top searched job categories for Fraud Customer Service Representative jobs are:
Fraud Customer Service Representative jobs near you
Infographic showing various Fraud Customer Service Representative job openings in the United States as of July 2026, with employment types broken down into 78% Full Time, 19% Part Time, and 3% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $39,098 per year, or $18.8 per hour.
Fraud Customer Experience Lead

Fraud Customer Experience Lead

M&T Bank

Baltimore, MD

Full-time

Posted 17 days ago

M&T Bank rating

7.8

Company rating: 7.8 out of 10

Based on 185 frontline employees who took The Breakroom Quiz

88th of 170 rated banks

Job description

Overview:

The Fraud Customer Experience Lead partners across the organization to improve how customers experience fraud prevention, detection, and resolution. This role buildsuponan established foundation and focuses on connecting teams, coordinating efforts, and driving tangible improvements.

This role requires strong relationship management, the ability to influence without direct authority, and a willingness to roll up sleeves to help teams move work forward. Success comes from turning ideas into action, representing the customer in decision making, reducing friction in key journeys, and helping the business deliver better outcomes.

A critical expectation is maintaining a continuous discovery mindset. While a strong foundation of insights already exists, this individual is expected to consistentlyseeknew opportunities to improve the fraud experience ascustomers'needs, risks, and market dynamics evolve.

Key Responsibilities:

Relationship Management and Influence

  • Build strong, trusted relationships across fraud, operations, product, technology, and customer facing teams

  • Act as a connector across teams to align priorities, remove barriers, and drive shared outcomes

  • Represent and advocate for the customer perspective in decision making, ensuring the customer is consistently "in the room"

  • Influencedecisions by bringing forward clear insights, customer impact, and practical recommendations

  • Support leadership forums by preparing materials, summarizing progress, and highlighting risks and opportunities

Continuous Discovery and Insight Generation

  • Maintain an ongoing discovery approach to identify friction points across theend-to-endfraud journey

  • Build on existing research by continuously gathering new insights from customers, employees, data, and industry trends

  • Proactively identify emerging needs, risks, and opportunities as the fraud landscape evolves

  • Translate insights into clear, actionable opportunities for improvement

  • Ensurediscovery is a consistent input into priorities and decision making

Drive Execution and Get Work Done

  • Partner with teams to turn identified opportunities into actionable plans and support execution

  • Take ownership of moving work forward, including coordination, facilitation, problem solving, and follow through

  • Track progress across initiatives and hold partners accountable to commitments

  • Identify and resolve blockers quickly; do not accept "no" without exploring alternative paths

  • Work with lines of business to develop multiple viable solutions when challenges arise and lead execution to achieve outcomes

Improve the Fraud Customer Experience

  • Partner with teams to design and implement practical improvements that address key pain points

  • Ensure improvements are adopted, sustained, and scaled where appropriate

  • Balance speed and quality to deliver meaningful outcomes quickly

CoordinateAcross a Complex Environment

  • Align work across multiple teams to ensure efforts are coordinated and focused on the highest impact areas

  • Support prioritization by connecting discovery insights to business goals

  • Establish simple, clear ways of working that improve coordination and transparency

Insights and Continuous Improvement

  • Use data, trends, and feedback to monitor outcomes and refine approaches

  • Stay informed on evolving fraud trends, customer expectations, and industry practices

  • Continuously assess what is working and adjust to improve results

Risk and Governance

  • Ensure work aligns with risk, compliance, and regulatory expectations

  • Identify and escalate risks or issues as needed

  • Support documentation and controls related to fraud initiatives

Education and Experience Required

  • Bachelor's degree and a minimum of 4 years' proven project management experience, or in lieu of a degree, a combined minimum of 8 years' higher education and/or work experience, including a minimum of 4 years' project management experience.

  • Proficiency with personal computers as well as pertinent software packages.

  • Demonstrated ability to operate in discovery and execution modes simultaneously.

  • Strong ability to influence without authority and work effectively across teams

  • Experience coordinating complex work across multiple stakeholders

  • Strongproblem-solvingskills with a focus on practical, actionable solutions and persistence through obstacles

  • Ability to balance strategic thinking with hands on execution

  • Strong communication skills with the ability to tailor messages to different audiences

Preferred Experience

  • 6 to 8 years of experience in customer experience, financial crimes, or program delivery within financial services

  • Experience working on fraud or financial crimes related initiatives

  • Experience in customer research, journey mapping, or human centered design

  • Experience working in a matrixed organization

  • Exposure to regulatory or risk environments

Work Model & Office Locations:

This role follows a hybrid work model, requiring onsite presence four days per week at one of M&T Bank's regional offices. Candidates must reside within a reasonable commuting distance to one of the following locations:

  • 345 Main Street, Buffalo, NY

  • 115 Federal Street, Boston, MA

  • 1 Light Street, Baltimore, MD

  • 1350 I Street NW, Washington, DC

  • 1100 North Market Street, Wilmington, DE

  • 277 Park Avenue, New York, NY

  • 850 Main Street, Bridgeport, CT

  • 77 Pine Street, Burlington, VT

What Success Looks Like

  • The customer perspective is consistently represented and influences key decisions

  • Continuous pipeline of insights that inform priorities and decisions

  • Clear progress on initiatives that improve the fraud customer experience

  • Reduced friction in priority customer journeys

  • Strong alignment and coordination across teams

  • Evidence of ideas and insights being translated into measurable outcomes

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $89,600.00 - $149,300.00 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.LocationBuffalo, New York, United States of America

What M&T Bank employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Apply