First Party Fraud Ops Specialist

Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank.
In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you.

Robust risk strategy and risk operations sit at the heart of the branded credit card platform and enable delivery of credit/fraud losses in line with our risk appetite while providing outstanding experience to customers. These risk capabilities and processes are constantly evolving to have industry leading risk discrimination and foster a sustained source of competitive advantage for Imprint and value addition to our merchant partners. Risk decisioning via automated strategy rules and manual operations are done via a nimble and modern technology platform to enable decisioning of millions of customers and transactions with a very high degree of precision and accuracy.

This role would be a key role within the Fraud Operations team. Fraud Operations Specialists will make an impact by reviewing potentially fraudulent transaction activity, payment activity, customer applications, and identity theft claims while communicating with our card holders and reporting trends to leadership.

Your Day-to-Day

• Action daily applications & existing account portfolio cases pended into the first party fraud queue. Review the information elements on these cases thoroughly and decision them for first party & third party fraud as per procedures.

• Monitor live transaction activity to identify high risk transaction activity stemming from first and third party fraud scenarios.

• Manage and resolve customer dispute claims from beginning to end, communicating with the account holder, reviewing documentation, and filing claims through the appropriate portals.

• Drive improved performance on established Fraud KPI’s achieving desired function objectives to drive reduction in fraud loss while reducing disruption and improving experience for genuine applicants.

• Manage multiple tasks effectively by balancing high productivity, sense of urgency and delivering quality decisions on cases reviewed.

• High School Diploma, GED, equivalent certification

• 2+ years of experience in fraud investigations related to first party fraud or synthetic ID fraud or ID theft fraud

• Ability to dive into situations to identify patterns.

• Ability to work independently to resolve cases under service level agreements

• Strong verbal and written communication skills

• Strong analytical skills, particularly to track, understand and act to meet metrics and KPIs

• Exceptional organization and attention to detail

• Emphatic commitment to personal growth and development

• Prior experience at a high-growth startup

• Financial services industry experience

Imprint is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together.