Fraud Service Representative

Job Overview

Pen Fed is hiring a (Hybrid) Fraud Service Representative at our San Antonio, Texas service center. The primary responsibility of a Fraud Service Representative will be accountable for answering members inbound fraud inquiries regarding the fraud service provided by Pen Fed. Incumbents will be in a fast-paced environment, upholding the Service Center's service level agreements, member experience, Pen Fed policies and procedures, and regulations.

Duties include receiving incoming calls from members, fraud victims and internal Pen Fed employees, and taking action to resolve issues and requests for assistance that require good judgment. This position involves conducting research on reported fraud activity and taking appropriate action to resolve fraud claims, prevent and mitigate fraud losses and recover funds.

Start Date:

April 13th, 2026

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Respond to all inbound phone calls, upholding the Service Centers service level agreements, member experience, Pen Fed policies and procedures, and regulations.
• Provide support and troubleshoot members who have fraud restrictions and are looking to restore their service.
• Document all telephone calls according to standard operating procedures.
• Utilize strong listening, communication, and problem-solving skills with the ability to take ownership in assisting, researching, and resolving member issues.
• Navigating multiple computer systems while interacting with our members.
• Maintain a good understanding of account maintenance, policies, and procedures, along with our other banking products.
• Understand and maintain compliance with Pen Fed policies and procedures and applicable laws and regulations.
• Identify and recommend solutions to resolve members issues.
• Support the company's commitment to protecting the integrity and confidentiality of systems and data.
• Responsible for processing actionable alerts/fraud notifications, conducting research into these alerts as needed.
• Analyze and validate Identity Theft claims, and other fraud claims as they arise.
• Review accounts and transactions for fraud activity and take appropriate action, such as restraining an account, to prevent fraud losses.
• Review membership information and identification documents when there are discrepancies or irregularities, to determine the validity of information.
• Keep abreast of current fraud trends in the financial services industry as well as different types of fraud schemes.
• Familiar with regulations and laws, including regulatory and compliance training such as the US Patriot Act, FACTA, BSA/AML, Regulation CC and Regulation E/Z.

Equivalent combination of education and experience is considered.

• High School Degree required;
  Associate degree preferred.
• Proficient working with Microsoft Office Suite.
• Basic knowledge of banking or credit union operations preferred.
• Basic knowledge of fraud types and fraud schemes preferred.
• Excellent oral and writing skills.

This position will not supervise employees.

There are no additional certifications required.

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.

Ability to travel to various worksites and be on-call may be required.

#LI-Hybrid

At Pen Fed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage.

We also support growth via education assistance, community involvement, and volunteer opportunities.