Investigator I

As part of Paysign’s Fraud and Disputes department, the Investigator I is a primary point of contact for cardholders with fraud and dispute claims. The Investigator handles inbound dispute and claim status calls and manages assigned fraud and dispute cases from intake through resolution. This includes conducting investigative reviews of disputed transactions, collecting complete and accurate documentation from the cardholder to support chargeback submission, and sending correspondence on provisional credits, debits, and case outcomes. The Investigator follows established procedures to ensure every case is resolved accurately and within regulatory and network timeframes. 

Essential Functions/Expectations

• Handle inbound cardholder calls to take new fraud and dispute claims and provide updates on the status of existing cases.
• Manage the full life cycle of assigned fraud and dispute cases, from intake through resolution.
• Conduct investigative reviews of disputed transactions, including account history and surrounding transaction activity, to determine claim validity and cardholder liability.
• Collect and review supporting documentation from cardholders, ensuring evidence is complete and accurate for chargeback submission.
• Collaborate with Chargeback Specialists on claim details to support timely chargeback filing.
• Identify and report suspicious activity to the Fraud Analyst team.
• Send cardholder correspondence on case status, provisional credits and debits, and final resolution.
• Follow established standard operating procedures (SOPs), card network rules, and Regulation E requirements on every case.
• Document case activity and findings accurately in the case management system so cases are resolved within SLAs.
• Meet call performance, call quality, and case quality standards.

Required Skills/Abilities:

• Regular attendance and schedule flexibility.
• Strong attention to detail and accuracy.
• Excellent written and verbal communication skills.
• Ability to handle a high volume of inbound calls while remaining professional, patient, and empathetic, including with frustrated callers.
• Strong analytical and problem-solving skills, with the ability to review transaction data and reach sound conclusions.
• Ability to follow detailed procedures consistently and manage multiple cases against deadlines.
• Proficiency in Microsoft Office Suite.
• Experience with Salesforce or a similar case management system preferred.

Education and Experience:

• At least 1 year of experience in customer service, a call center, or a similar role, preferably in card services or financial services.
• Familiarity with disputes, chargebacks, or Regulation E preferred.
• High school diploma or GED required.

Working Conditions:

• Work is performed in an indoor office environment using standard office equipment, including a computer and phone headset.
• Requires prolonged periods of sitting, manual dexterity to operate a computer keyboard and mouse, and occasional lifting of less than 20 pounds.  
• Remote Work: This position is not eligible for remote work.