Senior Fraud Prevention & Security Customer Service Specialist – Global Cardholder Protection Lead – Remote & Hybrid Opportunities at brighthush

About brighthush

brighthush is at the forefront of the digital banking revolution, redefining how individuals and businesses manage money in an era that demands speed, security, and simplicity. With a presence that spans continents and a customer base that trusts us for every transaction, we are building the next generation of financial services that are not only innovative but also resilient against evolving threats. Our mission is clear: empower every individual and business with secure, seamless, and forward‑thinking payment solutions that keep pace with the digital economy.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that great talent deserves an environment that nurtures growth, flexibility, and purpose. Here’s what sets us apart:

• Flexibility at its best: Choose 100% remote, hybrid, or onsite work based on your lifestyle and preferences.
• Competitive compensation: Earn between $17.00 and $19.40 per hour, plus performance‑based incentives that reward your impact.
• Comprehensive benefits: Health, dental, vision, 401(k) with company match, paid leave, and more—because we care about your well‑being.
• Growth mindset: Continuous learning programs, mentorship, and clear career pathways that help you evolve from specialist to leader.
• Inclusive culture: We celebrate diversity, champion equity, and foster belonging for all team members.
• Impactful work: Your expertise will directly protect millions of cardholders from fraud, making a tangible difference every day.

Key Responsibilities

As a Senior Fraud Prevention & Security Customer Service Specialist, you will be the frontline guardian of our cardholder community. Your daily tasks will include:

• Resolving cardholder inquiries related to fraud or security concerns, including transaction verification, caller authentication, and fraud reporting.
• Handling inbound calls and referrals, and proactively making outbound calls to verify suspicious activity.
• Escalating high‑risk or customer‑impacting issues to the appropriate teams while maintaining clear documentation.
• Maintaining a quiet, secure workspace when working from home, ensuring a minimum internet speed of 100 Mbps download and 10 Mbps upload via a wired connection.
• Utilizing company‑provided equipment—monitors, laptop, keyboard, mouse, and headset—to deliver top‑tier service.
• Participating in comprehensive training modules and ongoing skill assessments to stay current with fraud trends and regulatory requirements.
• Collaborating with cross‑functional teams such as Risk, Compliance, and Technical Support to resolve complex cases.
• Contributing to continuous improvement initiatives by providing feedback on processes, tools, and customer experience.

Essential Qualifications

• High school diploma or GED.
• Minimum of 1 year of call center or customer service experience.
• Strong verbal and written communication skills.
• Ability to remain stationary, operate office equipment, and complete skill assessments.
• Authorized to work in the U.S. without sponsorship.
• Reasonable accommodations available for qualified individuals with disabilities.

Preferred Qualifications

• Experience in fraud prevention, risk management, or security operations.
• Knowledge of payment processing systems and card network rules.
• Familiarity with compliance standards such as PCI‑DSS, AML, and KYC.
• Proficiency in CRM platforms and data entry tools.
• Previous exposure to remote work environments and self‑management.
• Experience with data analytics or reporting tools.

Core Competencies & Skills

• Analytical Thinking: Ability to assess transaction patterns and identify potential fraud.
• Customer‑Centric Mindset: Empathy, patience, and a commitment to delivering exceptional service.
• Problem‑Solving: Quick decision‑making under pressure while adhering to company protocols.
• Attention to Detail: Accurate data entry and meticulous documentation.
• Team Collaboration: Effective communication with cross‑functional teams.
• Adaptability: Comfortable with evolving fraud tactics and technology updates.
• Time Management: Ability to prioritize tasks and meet performance metrics.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. Starting as a Card Fraud Specialist, you can progress to:

• Senior Fraud Analyst – leading investigations and mentoring junior staff.
• Fraud Operations Manager – overseeing regional fraud teams and strategy.
• Risk & Compliance Lead – shaping policy, ensuring regulatory adherence, and driving enterprise risk initiatives.
• Director of Fraud Prevention – setting vision, managing cross‑departmental teams, and influencing industry standards.

We invest heavily in your professional development through:

• Structured onboarding and continuous training programs.
• Access to industry certifications such as Certified Fraud Examiner (CFE) or Certified Risk Management Professional (CRMP).
• Mentorship from seasoned leaders in fraud, risk, and compliance.
• Regular knowledge‑sharing sessions, hackathons, and fraud simulation labs.
• Clear career pathways with transparent promotion criteria.

Compensation, Perks, and Benefits

We recognize that a rewarding career is built on more than just a paycheck. At brighthush, you’ll enjoy:

• Competitive hourly rate ($17.00–$19.40) plus performance bonuses.
• Health, dental, and vision insurance with generous coverage.
• 401(k) plan with company match to help you plan for the future.
• Paid time off, sick leave, and paid holidays.
• Flexible work arrangements to support work‑life balance.
• Employee wellness programs, including mental health resources and fitness stipends.
• Technology stipend for home office setup and high‑speed internet.
• Employee referral bonuses and recognition programs.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, innovation, and accountability. Our teams are distributed across the globe, yet we maintain a strong sense of community through:

• Weekly virtual town halls and team‑building events.
• Cross‑functional projects that break down silos.
• Open‑door leadership style that encourages feedback and ideas.
• Commitment to diversity, equity, and inclusion with dedicated resource groups.
• Continuous improvement mindset that rewards creative problem‑solving.

How to Apply

Ready to protect millions of cardholders and grow your career in a fast‑paced, innovative environment? Submit your resume and cover letter through our careers portal. We look forward to learning how your skills and passion align with brighthush’s mission to deliver secure, seamless financial experiences worldwide.