Analyst, Customer Service​/HelpDesk, Customer Service Rep

This position is responsible for identifying, investigating, and resolving suspected fraudulent activity. The representative delivers secure, accurate, and empathetic service, ensuring the protection of member accounts. In addition to advanced customer service and case management duties, this role encompasses fraud prevention responsibilities.

• Monitor and analyze member accounts and transactions to detect potential fraud.
• Conduct both inbound and outbound outreach to verify suspicious activity and authenticate members.
• Secure accounts, resolve cases related to fraud, and elevate high‑risk issues to the appropriate channels as necessary.
• Serve as a resource for staff and leadership, providing guidance on fraud‑related matters and handling complex cases.

• At least 3 years of customer service experience.
• Minimum of 2 years of experience in case management or fraud‑related roles.
• Strong skills in analysis, communication, and problem‑solving.
• Ability to manage sensitive information with discretion.
• Proficiency with CRM or case management systems and Microsoft Office applications.

• High School Diploma required.
• Bachelor’s degree preferred.

• Length: 6-12 months
• Location:
  
  Oakland, CA (On‑site 3 days/week)
• Start Date:
  
  Immediately

Equal Opportunity Employer Statement: We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, sexual orientation, gender (including gender identity and expression), marital or familial status, age, physical or mental disability, perceived disability, citizenship status, service in the uniformed services, genetic information, height, weight, or any other characteristic protected under applicable federal, state, or local law.

Applications from minority groups and women are encouraged.