• Manage inbound calls from customers regarding account inquiries, transactions, and fraud concerns. • Identify and respond to potential fraud using training, account data, and internal tools; escalate complex cases as needed. • Process fraud claims and disputes per client guidelines. • Clearly explain account issues and resolutions, ensuring a professional, empathetic, and confidential approach. • Conduct investigations with accuracy and care, documenting all actions and conversations in the case management system. • Support team operations with other duties and tasks as assigned.