Fraud & Conversion Associate

Accountabilities: Review flagged applications, incomplete information, suspicious activity, and other indicators of potential fraud or application risk. Use internal information, investigative tools, and external data sources to verify customer details and identify inconsistencies or emerging risk patterns. Resolve routine and moderately complex cases while escalating higher-impact or nuanced situations to the appropriate internal teams. Manage inbound phone and email contacts, providing accurate and professional guidance throughout the application process. Conduct outbound outreach to help customers complete applications, resolve issues, understand next steps, and improve conversion outcomes. Adapt communication approaches to individual customer circumstances while maintaining compliance, professionalism, and accuracy. Follow applicable compliance requirements, communication standards, scripts, quality guidelines, and internal procedures. Accurately document customer interactions, fraud reviews, application progress, case outcomes, and escalations in required systems. Prepare clear escalation summaries for Compliance, Risk, Legal, leadership, or other internal stakeholders when necessary. Manage assigned case queues, follow-ups, lead queues, and outreach activities while meeting responsiveness, quality, productivity, and conversion expectations. Use dashboards, reporting tools, quality feedback, and performance data to identify trends and improve outcomes. Collaborate with Fraud Operations, Credit, Compliance, Risk, Conversion, and other teams to support a seamless customer and operational experience. Participate in training, coaching, team meetings, process improvement initiatives, pilot programs, and fraud detection or workflow enhancements. Provide peer support, mentoring, or quality-assurance assistance when appropriate. Requirements Some college education; additional relevant experience may substitute for the educational requirement. At least 2 years of experience in customer service, sales, call center operations, client support, lending operations, or a related environment. At least 1 year of experience in fraud operations, risk investigation, or a comparable risk-focused function. At least 1 year of experience providing customer-facing support through inbound and outbound communications in a fast-paced, performance-driven environment. Strong ability to review documentation, identify inconsistencies, follow established procedures, and complete work accurately and on schedule. Excellent verbal and written communication skills, including the ability to explain information clearly and guide customers through next steps. Comfort working with data, CRM systems, reporting tools, dashboards, queues, scripts, and evolving operational processes. Strong attention to detail, organization, time management, and ability to balance speed, accuracy, customer experience, and risk controls. Ability to learn new systems, tools, scripts, and processes quickly. Ability to collaborate effectively with cross-functional teams and respond constructively to coaching and quality feedback. Previous experience with personal loans, credit, lending, financial services, or student loan products is preferred. Experience with fraud trend monitoring, customer verification, documentation review, risk investigation, outbound engagement, or high-volume queue management is a plus. Familiarity with CRM and fraud or risk platforms such as Salesforce, LexisNexis, SentiLink, FNI, or similar tools is beneficial. Benefits Paid time off beginning to accrue on Day 1, plus a personal My Day and paid company holidays. Medical, dental, and vision coverage for eligible employees and dependents. Health advocacy support and wellbeing resources. 401(k) plan with employer matching. Company-paid basic life insurance. Short- and long-term disability coverage. Employee Assistance Program and digital health and chronic-condition support. Family planning resources. Pet insurance. Tuition reimbursement and access to an e-learning platform for professional development. Opportunities for learning, career development, and long-term growth. Employment is subject to standard background checks and, depending on business needs, additional eligibility or suitability checks.