ADP is hiring a Client Service & Product Support Consultant (Compliance), Wisely Card Fraud Investigations in our Employee Financial Solutions organization.
As a Client Service & Product Support Consultant on the Fraud team, you will provide in-depth subject matter expertise and second-tier support for the Wisely Card product, focusing primarily on assisting card members inquiries and fraud concerns. You will use your technical and analytical skills to resolve issues, help protect card members from fraud. This role offers hands-on experience with industry-leading fraud tools and a clear path to deepen your expertise and impact.
WHAT YOU’LL DO: Responsibilities
- Provide prompt, second-tier support for card member inquiries (and occasional client requests), ensuring complex fraud-related issues are resolved accurately and efficiently.
- Maintain and expand subject matter expertise in fraud processes, system applications, and risk mitigation for the Wisely Card product.
- Investigate fraud cases using data analysis, business logic, and established protocols.
- Leverage fraud detection tools (including Feedzai, ThreatMetrix/ LexisNexis, Visa) to research and resolve cases, identify trends, and recommend solutions.
- Support card members by troubleshooting technical issues, providing fraud process guidance, and escalating as needed.
- Participate in fraud mitigation projects, process improvements, and testing of new tool features.
- Develop and maintain knowledge of ADP systems, fraud schemes, and evolving industry threats.
- Collaborate with internal partners to ensure high-quality card member experience and effective fraud prevention.
- Explain complex information clearly to card members, team members, and stakeholders.
- Provide informal guidance to new team members and share best practices.
- Document all casework and card member interactions according to company policies and compliance standards.
- Utilize strong Excel skills for data analysis, reporting, and metrics to identify trends and support business decisions.
- Collaborate with vendors and internal stakeholders to optimize fraud prevention strategies and resolve issues.
- Identify process gaps and propose solutions to enhance fraud detection and mitigation.
- Support compliance initiatives, audits, and regulatory reporting as required.
- Communicate effectively with senior leaders to provide updates and recommendations.
TO SUCCEED IN THIS ROLE: Requirements
- This role is located in our San Dimas, CA office. We support a hybrid working arrangement (3 days in the office minimum with 2 days at home).
- Minimum 2 years of relevant experience in card member or client service, fraud investigation, or technical support.
- Hands-on experience or exposure to fraud detection tools (Feedzai, ThreatMetrix/ LexisNexis, Visa or similar) strongly preferred.
- Solid analytical, problem-solving, and communication skills.
- Expanded conceptual knowledge of fraud/risk discipline, with an eagerness to broaden capabilities.
- Ability to work independently, manage multiple priorities, and contribute to team projects.
- Experience with application support or technical troubleshooting is a plus.
- Adaptability and commitment to delivering excellent service to card members.
- Excellent written and verbal communication skills, including the ability to communicate with Senior Leadership and cross-functional partners.
- Ability to work independently and manage multiple priorities.
- Ability to lead projects and drive operational changes.
- Visionary mindset with the ability to anticipate issues and implement system changes.
A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:
- Experience noted above, OR
- Military Experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem-solving abilities you developed and are excited to provide an environment where you can continue to make a meaningful impact.
- Advanced degree
- Professional Certifications: Certified Fraud Examiner (CFE), Certified Anti-Money Laundering Specialist (CAMS).
- Experience with the following tools: Feedzai or similar, Threat Metrix/ LexisNexis, Visa.
- Background in payroll, implementation, and/or contact center operations is a plus.
- Excellent communication skills
- Fast learner
- Ability to influence
- Analytical
