Fraud Support Associate (Inbound Call Center) - Hybrid

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 fraudVerify customer identity through detailed questioning, account review, and transaction analysis – while identifying and stopping fraudsters attempting to impersonate real customersInvestigate flagged banking transactions to determine whether an exception should be allowedPlace or remove card and digital exclusions to prevent unauthorized activity while minimizing disruption for legitimate customersMake confident, fast decisions – sometimes saying “no” when protecting the customer and the Bank requires itDe‑escalate upset or frustrated customers while maintaining control of the conversation and following strict security protocolsReissue cards, reset credentials, and guide customers through next steps when fraud is confirmedPartner with internal teams and investigators by researching accounts and providing detailed information when neededWhat 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 experienceFlexibility to work varied schedules, including holidays and non‑traditional hoursEducation and Experience Preferred:Call center experience (highly preferred)Customer service experience in a fast‑paced or high‑call‑volume environmentBanking, financial services, or fraud experienceDemonstrates 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 bankAbility to make quick, accurate decisions while multi‑taskingAwareness of common fraud scams and tactics (or willingness to learn quickly)Comfort using computers and navigating multiple systems simultaneouslyAbility to work independently with minimal supervisionWork Model & Office Location:This is a hybrid role requiring four days in-office per weekEligible candidates must live within reasonable commuting distance to 850 Main Street, Bridgeport, CT 06604Required 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 & Wednesday10:00am – 6:30pm | Days off: Sunday & TuesdayWhy 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.M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $22.79 - $37.99 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.LocationBridgeport, Connecticut, United States of America