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Job Summary

Account Protection Associates are the initial point of contact for customers and business partners reporting potentially fraudulent activity. The associate leverage specialized tools to initiate investigations, support pending applications, and verify transaction data. By efficiently addressing fraud concerns, Account Protection Associates contribute to customer satisfaction, revenue protection, and the overall financial health of the organization.

Essential Job Functions

• Field investigative and verification calls to mitigate fraud loss. Identify potential fraudulent activity by analyzing customer behavior. Provide exceptional customer service, managing escalated issues. Escalate complex cases to specialized investigative units. Demonstrate strong communication skills when communicating with stakeholders. - (45%)
• Efficiently process pending credit applications utilizing the SNAP system. Contribute to the intake of new fraud claims within the VCARS system. Demonstrate proficiency in operating multiple software applications simultaneously, including Experian KIQ, Falcon, Accurint, and Microsoft Office Suite (Word, Excel, PowerPoint, Teams) to support job responsibilities. - (30%)
• Maintain a current understanding of evolving fraud trends, policies, and procedures. Exhibit strong attention to detail and accuracy while analyzing data to inform decision-making. Effectively prioritize and execute multiple tasks within established deadlines to meet operational goals. - (20%)
• Demonstrate exceptional performance by consistently exceeding quality and productivity goals. Actively participate in coaching sessions and meetings, both in-person and virtual, to enhance skills and performance. Foster open communication and collaboration while effectively managing time in a fast-paced environment. Utilize technology to optimize productivity. - (5%)

Minimum Qualifications

• High School Diploma of GED
• 0-1 years experience in Account Protection or Fraud or successful completion and fulfillment of departmental promotional criteria

Preferred Qualifications

• 1+ years experience Account Protection or Fraud
• Must pass Spanish Assessment

Skills

• Active Listening
• Analytical Thinking
• Computer Usage
• Pattern Recognition
• Fraud Investigations
• Customer Service

Reports To: Supervisor and above

Direct Reports: 0

Work Environment

• Call Center environment. Schedule flexibility to work 40 hours per week including days, evenings, weekends and some holidays.

Physical and Mental Requirements

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily and meet the physical, mental and work environment requirements. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.

• Communicate/Hearing
• Communicate/Talking
• Move/Traverse
• Reaching
• Standing
• Stationary Position/Seated
• Typing/Writing
• Focus and complete tasks in situations that have a speed or productivity metric
• Maintain focus in high pressure or fast-paced work environment

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Pay Range:

$18.00 - $24.00

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

This job is eligible for 10%/hr premium for hours worked between 5pm-6am and all weekend hours (given specific requirements are met).

Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates, both full time and part time, can immediately enroll in Bread Financial’s 401(k) plan.

All associates receive 11 paid holidays. Full-time hourly associates receive a bi-annual grant of Paid Time Off (“PTO”) in each January and July based on their service date and scheduled hours, whereas newly hired full time hourly associates in their first year of employment receive a prorated PTO grant on their 61st day of employment based on the month of hire and scheduled hours. Associates will receive a payout of any unused PTO, up to 40 hours, paid out in the next calendar year (except associates in Alaska, California, Colorado, Montana and Nebraska who are paid for all unused PTO). Additionally, hourly associates (except those in California) generally receive 72 hours of Paid Sick Leave Plus (“PSL+”) per calendar year, with a pro-rated grant in the associate’s first year of employment to the extent allowed by applicable law. If additional PSL+ is required in a particular jurisdiction, the company with comply with applicable law. Unused PSL+ does not carry over from one calendar year to the next unless required by applicable law. Instead of PSL+, hourly associates in California receive 80 hours of Paid Sick and Safe Time (“PSST”) upon hire and at the beginning of each subsequent calendar year.

Hired associates will be able to elect the purchase company stock during offering periods in June and December.

Click here for more Benefits and PTO information.

About Bread Financial

• Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
• The Company is an Equal Opportunity Employer.
• Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
• The Company participates in E-Verify.
• The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
• The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at TaOps@breadfinancial.com .

Job Family:

Care Center Operations

Job Type:

Regular