Job Description:

Hybrid in Pensacola, FL – 2x a week in the office. In April 2026 in office will be 3x a week.

To identify, review, investigate fraud activity, claims/cases and risk exposures from various delivery channels. Review transactional activities, internal/external inquiries, and perform investigations to protect our client and its members' financials and assets, and control and mitigate potential fraud loss. Ensure adherence to applicable federal and state laws, rules and regulations. Work is performed under close supervision. Perform basic/routine tasks requiring moderate analysis and solving problems of moderate complexity.

Responsibilities:

• Investigate various types of transactions/activities/cases (Check Fraud) including reported or alleged loss of assets from various business channels
• Respond to inquiries using various communication venues (including inbound telephone calls) to provide explanation for action taken in response to a specific alert or case
• Communicate with internal and external customers on fraud and security issues, problem resolution, account information and investigations
• Collect evidence and related documentation via available systems and methods; ensure chain of evidence/documentation is maintained in accordance with federal and state laws, rules, regulations and policies and procedures
• Review data gathered to substantiate/disqualify a loss claim or charge off, and escalate as needed
• Research public record databases to identify, analyze and verify information related to primary investigations, validation reviews, discrepancies associated with information provided, and assess potential fraud risk
• Create detailed reports of investigations to include actions taken and results
• Prepare and maintain data for analysis and reference
• Detect fraud trends, red flags and recommend preventive measures to business units and management
• Monitor timeline from identification/notification of fraudulent activity to closure, ensuring service level agreements and regulatory requirements are met
• Collaborate with other business units to gain an understanding of transactions, processes and procedures, their impact on other business units’ processes and procedures, and identify risk potential for fraudulent activity
• Identify risk exposure/fraud activity, and recommend restorative/control action (e.g., freezing accounts, contacting/alerting members or appropriate internal/external security/financial personnel, adding restrictions or fraud alerts or holds to members accounts)
• Determine if suspicious activities are caused by processing errors requiring corrections and/or recommending to management changes to business policies and/or processes to prevent reoccurrence
• Support projects related to fraud detection, prevention or root analysis
• Involved in driving continuous process improvement to increase member experience quality; reduce losses; minimize financial risk and maintain high operational efficiency
• Maintain knowledge of applicable federal and state laws, rules, regulations, and policies and procedures
• Performs other duties as assigned

Qualifications:

• Familiarity with applicable federal and state laws, rules and regulations (e.g., Bank Secrecy Act, USA Patriot Act, and OFAC regulations)
• Familiarity with fraud trends and threats
• Exposure to member/customer service, preferably in a financial institution or contact center
• Exposure to applying various analytical techniques used in determining and resolving fraud and identity theft in transactions and membership applications
• Exposure to working with all levels of staff, management, stakeholders, vendors
• Basic skill managing multiple priorities independently and/or in a team environment to achieve goals
• Basic skill determining "Intent" and "No Intent" scenarios
• Basic skill in identifying and responding to Red Flags (e.g., Known Fraud Patterns, Check Image Details, Membership Specific Info, etc.)
• Basic skill assimilating information, analyzing facts, and developing logical conclusions
• Basic skill interpreting and synthesizing large amounts of information
• Basic skill exercising initiative and using good judgement to make sound decisions
• Basic skill identifying and analyzing business requirements and recommending solutions
• Basic organizational, planning and time management skills
• Basic investigative, research, analytical, and problem solving skills
• Basic skill following, interpreting, and applying relevant data/instructions to guidelines, procedures, practices, and regulations
• Effective active listening skills to accurately respond to inquiries and account requests
• Basic skill building relationships through rapport, trust, diplomacy and tact
• Basic skill to influence, negotiate, and persuade to reach agreeable exchange and positive outcomes
• Basic verbal and written communications skills
• Basic word processing, spreadsheet, and presentation software skills
• Associate's degree in Business Administration, Criminal Justice, Finance, or related field, or the equivalent combination of education, training, and experience
• Desired - Bachelor's degree in Business Administration, Criminal Justice, Finance, or related field

CC Pace is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other protected characteristic under federal, state, or local laws.

CC Pace are committed to employing only candidates who are legally authorized to work in the United States. For us to comply with the Immigration Reform and Control Act of 1986, all new employees, as a condition of employment, must complete the Employment Eligibility Verification Form I-9 and provide documentation that establishes identity and authorization to work. E-Verify will be used for employment verification as part of your onboarding process.

CC Pace values integrity throughout our hiring process. As part of our standard verification procedures, candidates will be asked to provide documentation confirming employment history, education, and work authorization.