First Party Fraud Ops Specialist

About the role

You will own the end to end review of first party fraud queues by analyzing daily applications and existing account portfolio cases pended for investigation. You will monitor live transaction activity to detect patterns of first and third party fraud and act with speed and precision. You will manage and resolve customer dispute claims from intake to closure while communicating clearly with card holders and documenting findings. You will decision cases for first party and third party fraud in strict accordance with procedures and compliance controls. You will report emerging trends and key risk indicators to leadership to support proactive risk strategy adjustments. You will balance high volume workloads under tight service level agreements without compromising quality or customer experience. You will contribute directly to reducing fraud loss while protecting the genuine applicant journey and upholding Imprint's brand promise.

Key facts

What you'll do

• Action daily applications and 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 and 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.
• Communicate outcomes and rationale to customers with clarity, empathy, and adherence to regulatory and internal policy standards.
• Escalate complex or ambiguous cases to appropriate stakeholders while maintaining detailed notes and audit trails.
• Collaborate with cross functional partners to validate data integrity and support continuous refinement of fraud rules.
• Maintain strict data hygiene and documentation practices to ensure traceability and support ongoing risk analysis.

Requirements

• 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.
• Empathetic commitment to personal growth and development.

Nice to have

• Prior experience at a high-growth startup.
• Financial services industry experience.

Practical notes

• This is a contract engagement with remote work.
• No specific hours, travel, or visa requirements are outlined in the SOURCE material.
• No compensation details are provided in the SOURCE material.
• No application deadline is specified in the SOURCE material.

This role sits within the Fraud Operations team at Imprint, a modern financial infrastructure company backed by leading venture investors. The specialist will play a critical part in safeguarding the brand partner ecosystem and members by detecting and preventing first party fraud. Success in this position requires disciplined analysis, meticulous documentation, and strong judgment when handling sensitive customer interactions. The ideal candidate will thrive in a fast moving, data driven environment where accuracy and compliance are non negotiable. You will use both qualitative and quantitative signals to assess risk and ensure decisions align with established policies. Clear written communication will be essential when documenting case outcomes and sharing insights with leadership. The role demands resilience and focus, as the specialist will regularly manage high volume case loads under aggressive service level targets. By maintaining sharp pattern recognition and adherence to procedures, you will help reduce losses without negatively impacting the experience of legitimate applicants. This position offers the opportunity to work remotely while contributing directly to the risk and fraud frameworks that power Imprint's card issuance and merchant partnerships. If you are detail oriented, comfortable working autonomously, and passionate about financial crime risk, this role provides a meaningful impact within a growing FinTech platform.