Senior Fraud Prevention & Security Customer Service Specialist – Global Cardholder Protection Lead – Remote & Hybrid – Champion Secure Transactions at brighthush Digital Banking

About brighthush

brighthush is more than a fintech company; it is a global movement that is reshaping how people and businesses interact with money in the digital age. With a presence that spans North America, Europe, Asia, and beyond, we empower millions of cardholders to transact with confidence, knowing that every payment is protected by cutting‑edge technology, a relentless customer‑first philosophy, and an uncompromising commitment to security. Our mission is simple yet ambitious: to make financial interactions faster, smarter, and more resilient than ever before.

Why brighthush Is a Trailblazer in Digital Banking

In a world where digital transactions are the norm, the stakes for fraud prevention have never been higher. brighthush has positioned itself at the forefront of this battle by:

• Investing in Advanced Threat Intelligence: Leveraging AI‑driven analytics to detect and neutralize fraud before it reaches the customer.
• Building a Culture of Continuous Improvement: Encouraging every team member to propose ideas that enhance security and customer experience.
• Partnering with Global Regulators: Staying ahead of evolving compliance standards such as PCI‑DSS, AML, and KYC to protect both the company and its users.
• Championing Diversity & Inclusion: Recognizing that a variety of perspectives fuels innovation and strengthens our security posture.

What Your Role Will Look Like

As a Senior Fraud Prevention & Security Customer Service Specialist, you will be the frontline guardian of our cardholder community. Your expertise will directly protect millions of cardholders from fraud, ensuring that every transaction is safe, every customer feels secure, and the brand’s reputation remains untarnished. You’ll be the voice of trust, the first line of defense, and the bridge between our customers and the sophisticated technology that powers our platform.

Daily Workflow & Tools

Every day, you’ll engage with a blend of inbound and outbound interactions, using a suite of state‑of‑the‑art tools to investigate, verify, and resolve security concerns. Your typical day will involve:

• Handling high‑volume call traffic with precision and empathy.
• Utilizing a secure, cloud‑based CRM to log incidents, track escalation paths, and maintain audit trails.
• Collaborating in real‑time with Risk, Compliance, and Technical Support teams via integrated communication platforms.
• Participating in live fraud simulation drills to sharpen your decision‑making under pressure.

Key Responsibilities

Below is a detailed breakdown of the core duties you will perform:

• Fraud Inquiry Resolution: Resolve cardholder inquiries related to suspected fraud or security concerns, including transaction verification, caller authentication, and fraud reporting.
• Proactive Outreach: Conduct outbound calls to verify suspicious activity, ensuring that potential fraud is identified before it escalates.
• Escalation Management: Identify high‑risk or customer‑impacting issues and route them to the appropriate teams while maintaining clear, concise documentation.
• Workspace Optimization: Maintain a quiet, secure home office environment that meets the minimum internet speed requirements (100 Mbps download, 10 Mbps upload) and supports high‑quality audio and video communication.
• Equipment Utilization: Use company‑provided hardware (monitor, laptop, keyboard, mouse, headset) to deliver top‑tier service and troubleshoot any technical issues.
• Continuous Learning: Engage in comprehensive training modules, skill assessments, and fraud trend briefings to stay current with industry developments.
• Cross‑Functional Collaboration: Work closely with Risk, Compliance, and Technical Support to resolve complex cases and improve incident response workflows.
• Process Improvement: Provide actionable feedback on tools, processes, and customer experience to drive continuous improvement initiatives.

Essential Qualifications

• High school diploma or GED.
• Minimum of 1 year of call center or customer service experience, preferably in a high‑volume environment.
• Exceptional verbal and written communication skills, with the ability to explain complex security concepts in simple terms.
• Proficiency in operating office equipment and completing skill assessments under time constraints.
• Authorized to work in the U.S. without sponsorship.
• Commitment to maintaining a secure, confidential workspace while working remotely.
• Availability to work flexible hours, including evenings and weekends, to support a global customer base.
• 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 (e.g., brighthush, brighthush) and data entry tools.
• Previous exposure to remote work environments and self‑management.
• Experience with data analytics or reporting tools (e.g., brighthush, brighthush).
• Certifications such as Certified Fraud Examiner (CFE) or Certified Risk Management Professional (CRMP) are a plus.

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, & 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.