Client Service & Product Support Consultant

Job#: 3025468

Job Description:

Client Service & Product Support Consultant - Fraud Investigations

Department: Fraud Investigations

Client is hiring a Client Service & Product Support Consultant (Compliance) 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.

Ready to #MakeYourMark? Apply now!

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 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

In this position you are responsible for ensuring compliance with regulatory (e.g., regulation E) and third-party requirements.

Knowledge of privacy and security protocols, identifying fraudulent activity and compliance with applicable laws and regulations.

Escalate operational gaps or compliance concerns to management.

Participate in compliance related training and communication programs, as needed.

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.


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.

Bonus points for these: Preferred Qualifications

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

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.