Coach, Fraud Investigation & Recovery - Pittsburgh, PA (NIGHTS & WEEKENDS)

CardWorks Servicing, 225 W Station Square Drive, Pittsburgh, Pennsylvania, United States of America Req #3744
Monday, April 26, 2021

CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.

As a Coach for Fraud Investigations & Recovery you would be responsible for overseeing, and performing clerical and administrative support tasks in support of the Fraud Investigation & Recovery team. You would support a group of associates and assists in day to day support including providing coaching and developmental training support.


Essential Functions:

  • Answers questions and assist associates with issues regarding policies and procedures

  • Remains current on all Fraud Prevention techniques, including but not limited to monitoring accounts and identifying current and emerging trends

  • Shares best practices with team

  • Well versed in all loss types, chargeback rights, and can readily identify the characteristics of each when present on an account

  • Monitors associate productivity and performance progression to ensure compliance with internal processes and procedures

  • Provides positive and negative feedback to associates based on quality, productivity and attendance

  • Provides associate coaching & mentoring

  • Assists management with the initial training, coaching and development of new hires

  • Assists management in periodic refresher/pull back training programs

  • Assists management with identifying associates who are not effectively utilizing their training and best practices

  • Assists management in the development and periodic updating of training modules

  • Assists with the handling of ad hoc requests of management

  • May be tasked with assisting management in producing, reviewing and monitoring productivity and other exception reports/queues originating from CWS’ Fraud Investigation & Recovery Unit

  • Escalate concerns to management staff

  • Performs other duties as needed

Education and Experience:

  • High School diploma or its equivalent required

  • 2-4 years of related security/fraud experience

  • Customer service or collections experience highly desirable

  • Experience working with computers is required

  • Experience with First Data (FDR), Evolve, Falcon or related platforms preferred

Summary of Qualifications:

  • Keyboarding proficiency

  • Familiarity with Windows based computer applications

  • Skilled in negotiating, including the ability to persuade and modify opinions to reach goals

  • Effective planning, organizational, and time management skills

  • Ability to work under pressure; flexibility and willingness to work at a rapid pace under strict timeframes

  • Ability to efficiently assess, understand and effectively resolve problems

  • Ability to understand and carry out oral and written instructions

  • Ability to identify potential trends and effectively communicate this information to management

  • Ability to communicate with others and to assimilate and understand information, in a manner consistent with essential job functions

  • Effectively differentiate between a cardholder dispute and unauthorized fraudulent use

  • Ability to readily identify specific fraud types

  • Ability to multi-task is essential

  • Flexibility to work extended hours as needed

  • Ability to work in a one on one environment to disseminate best practices, broad concepts and specific triggers for detecting potential unauthorized activity

  • Ability to present best practices, convey procedural requirements and client specific trend information as well as the ability to test retention of these topics in both an individual and classroom environment

We are an equal opportunity employer.  CardWorks will do a thorough background check for all hires.  This includes a review of your personal credit history, drug testing, background check, and employment/personal references.  A good credit history is important.

Other details

  • Pay Type Hourly
  • CardWorks Servicing, 225 W Station Square Drive, Pittsburgh, Pennsylvania, United States of America