Analyst II, Fraud Claim Investigations

Join our team - and take the next step in achieving a fulfilling career!

What We Do

At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.

Who We Are

CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans.  We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.

Merrick Bank is an FDIC-insured Utah Industrial Loan Bank.  Merrick operates three main business lines:  credit cards, recreational lending, and merchant services.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.

Position Summary:

The Fraud Claim Investigations Analyst II is responsible for mitigating financial risk related to credit card fraud claims and high-risk account activity. This position conducts detailed investigations, evaluates elevated fraud indicators, and makes judgement-based decisions to prevent losses and protect the Bank.  The Analyst II collaborates closely with fraud and cross-functional partners to share investigation insights, identify emerging fraud trends, and support continuous improvement of fraud strategies, policies, and procedures.

Essential Functions:

• Investigates and analyzes credit card fraud dispute cases to mitigate financial losses and protect the Bank from fraudulent activity.
• Reviews and assesses credit card application risk indicators, correlating fraud-related flags to identify potential application fraud and emerging patterns.
• Conducts in-depth research on complex cases, including merchant activity and suspicious transaction behavior.   
• Maintains comprehensive and well-documented case records, ensuring research finding and investigative conclusions are clearly articulated and supported. 
• Communicates fraud analysis, investigative findings, and case determinations through digital channels and collaborative team discussions.
• Manages daily workflow by processing assigned queues, reports, and case tasks in a timely and accurate manner.
• Provides research support and account action recommendations, including potential account revocation, to front-line fraud prevention teams.
• Performs other duties as assigned

Compliance with Laws & Regulations: 

• Responsible for complying with all of the Bank’s internal control policies and procedures.
• Responsible for understanding & complying with laws and regulations to which the Bank is subject.
• Responsible for communicating problems in operations, noncompliance with the code of conduct, noncompliance with laws and regulations, policy violations, or illegal acts.

Education and Experience:

• Bachelor’s degree required, four (4) years’ experience may be accepted in lieu of a degree.
• Two (2) years of loss or fraud prevention experience or three (3) years of card service experience is required.
• Experience in operations, collections, anti-money laundering, or fraud is preferred.
• Experience with common banking vendors, platforms and portals preferred.
• Experience working in data environments and familiarity with programming languages such as SQL is preferred.
• Strong understanding of credit card purchase and payment behaviors, with the ability to identify suspicious activity and intent.

Summary of Qualifications:

• Strong critical thinking skills, with the ability to make sound, real-time judgement decisions.
• Experience working in time-sensitive, queue-based environments.
• Excellent attention to detail and problem-solving skills.
• Ability to work independently while effectively collaborating with cross-functional teams.
• Strong written and verbal communication skills, including the ability to explain decisions and findings clearly.
• Ability to respond objectively and professionally to inquiries from other business lines.
• Self-motivated, organized and receptive to constructive feedback.

Work Environment/Physical Demands: Light

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

This is largely a sedentary role; however, some travel may be required to attend team functions.

Security Responsibilities - General:

This classification requires heightened security awareness to safeguard the Bank's data, including customer non-public personal information.  This security level means that the job includes exposure to all categories of Bank data, including customer non-public personal information.

Our Employee Value Proposition

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program 
• Benefits Package -Medical, Dental, and Vision (plus much more) 
• 401(k) Plan with Company Match 
• Short- & Long-Term Disability 
• Wellness Programs 
• Group Life and AD&D Insurance 
• Paid Vacation, Sick Days and bank Holidays 
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite.  Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic.  We will conduct a thorough background check for all hires in compliance with applicable laws.