Fraud Customer Response Specialist

Job Description:

Our mission is to empower and protect Fidelity customers. As a Fraud Customer Response Specialist, you will be tasked with investigating suspicious activity to protect customer accounts and confidential information. In this role, addressing individual concerns requires a firm understanding of Fidelity customer-facing security and knowledge of resources (internal and external) available to clients allowing the Fraud Customer Response Team to balance the need for accurate risk management and outstanding customer service. The Fraud Customer Response Specialist will work closely with FIU, WI Participant Services, Compliance, Legal, and Risk Management.

Professional Experience and History

• Bachelor's degree or equivalent experience
• Help desk, fraud prevention, supervisory, criminal justice, legal or financial investigative experience required.
• FINRA Series 7 and 63 required

The Skills We Want To See

• An ability to readily assess and mitigate risk for our customers and the firm.
• Your strong verbal and written communication skills
• Your ability to expertly develop rationales for your decisions.

The Value You Deliver

• Educating the customer as to the nature of issues at hand to prevent recurrence.
• Resolving customers' account issues and escalated situations in a way that promotes long-term customer happiness, while balancing Fidelity's business needs.
• Analyzing customer accounts for suspicious data maintenance or other transactional activity through desktop and other proprietary risk management systems
• Connecting with risk teams to conduct and coordinate technical investigations.

How Your Work Impacts the Organization

The Fraud Customer Response Team operates within the Brokerage and Service Operations. The team provides support to the Regional Centers and Branches for situations in which fraud is suspected or detected. This very meaningful work helps to ensure the protection of our customers' accounts and information from fraudulent actors, people with criminal intent, and online criminal enterprises.

Company Overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associate for their unique perspectives and experiences. For information about working at Fidelity, visit Fidelity Investments is an equal opportunity employer.

Accommodation Language

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation please contact the following:

For roles based in the US: Contact the HR Leave of Absence/Accommodation Team by sending an email to , or by calling , prompt 2, option 2

For roles based in Germany: Contact

For roles based in Ireland: Contact

Fidelity Privacy policy 

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

Please be advised that Fidelity's business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.