Universal Fraud Support Customer Service Agents (Remote, Independent Contractor)MAX

Position Summary

This remote contract role provides frontline support for Card Services Co.s debit card services this position you will act as the first point of contact for banking inquiries and concerns from both consumers and business clients. You will assist customers with issues related to retail commercial and online banking; address bankcard and fraud concerns (forgery identity theft and policy questions); and identify crosssell opportunities and referrals where appropriate. Your responsibilities include delivering accurate and confidential service via inbound calls and ensuring adherence to the clients policies and procedures.

Key Responsibilities

• Provide client support: Respond to inbound telephone inquiries from existing and prospective debit card clients on banking questions and concerns.
  
• Resolve banking issues: Assist with concerns related to retail commercial and online banking as well as bankcard issues fraud forgery ID theft policy and procedural questions.
  
• Identify opportunities: Recognize crosssell opportunities and make appropriate referrals to other services or products.
  
• Maintain confidentiality: Deliver accurate confidential service through bankcards business online banking or general servicing knowledge.
  
• Document and adhere: Create and document cases in the clients system for each interaction maintaining compliance with regulatory and privacy requirements.
  

Qualities of TopPerforming Agents

• Exceptional problemsolving skills and the ability to think quickly when addressing customer needs.
  
• Patience and empathy with a calm professional demeanor even under pressure.
  
• Outstanding written and verbal communication skills to ensure clarity and understanding.
  
• Commitment to friendly knowledgeable and articulate service that builds customer confidence.
  
• Meticulous documentation of all calls resolutions and followup actions to enhance the customer experience.
  

Training & Certification

• Mandatory and paid: All agents participate in a paid certification program to prepare you for Card Services Co.s systems and policies. Training combines live virtual instruction with selfpaced study modules.
  
• Two phases:
  
• Phase 1 InstructorLed & SelfStudy Content: March 17 2026 April 20 2026. You will attend a blend of instructorled sessions and selfstudy assignments.
  
• Phase 2 Certification CallTaking: April 21 2026 May 15 2026. This phase focuses on handling live calls while completing certification requirements.
  
• Class schedule: Classes are held MondayFriday for six hours per day with two available time blocks: 9:00 a.m. 3:00 p.m. ET or 4:00 p.m. 10:00 p.m. ET. There is no class on Friday April 3rd. Specific session times and attendance requirements will be communicated upon acceptance.
  

Scheduling & Hours

Service hours are available 24 hours a day 7 days a week 365 days a year. While agents may schedule hours at any time the highest demand is typically between midnight and 5:00 a.m. ET. Contractors are required to commit to at least five hours on Mondays and/or Fridays each week. This MAX program also requires a commitment of 50 hours per invoice period to qualify for performance incentives; failure to meet the hour requirement may affect future eligibility. As an independent contractor you control your schedule within these guidelines.

Equipment & Workspace Requirements

• Computer: A personal computer running Windows 11 (fully updated) with at least 8 GB RAM and an Intel Core i5 processor (6th generation or newer) with four cores and a minimum 2.4 GHz speed.
  
• Monitors: Two monitors for enhanced productivity and visibility.
  
• Audio & video: A wired headset with a noisecancelling microphone and a separate webcam (must be used during training and some meetings).
  
• Internet: A hardwired Ethernet connection (WiFi alone is not sufficient).
  
• Mobile device: A smartphone (Apple or Android) for secondary code verification.
  
• Security: The client will provide a YubiKey for secure authentication and may require additional hardware or software as part of enrollment.
  

Eligibility & Contractor Responsibilities

This opportunity is open to U.S. residents only. Customer service agents serve as independent contractors and are responsible for any taxes expenses and equipment associated with performing this role. Be sure to consult a tax professional if you have questions about your obligations as a 1099 contractor.

How to Apply

This role is available to experienced customer service professionals who are ready to work as independent contractors. To apply please submit a résumé that highlights your customer service experience and problemsolving capabilities. All candidates must pass a background check and in some cases a drug screening. Once youve passed the interview youll receive detailed information about training system onboarding and compensation.

This is a remote position.

Required Skills:

Requirements Must be a U.S.-based independent contractor Must pass a background check and photo ID verification USB hardwired headset with phone-quality audio Windows 10 or 11 (fully updated) Hardwired internet connection (Spectrum Business required if using Spectrum) Ideal Candidates Previous call center or customer service experience Comfortable navigating multiple systems and Microsoft Office Strong problem-solving and communication skills Able to type 25 WPM Familiarity with outdoor sports is a plus!