Description

Job Description

Cardio Partners, a division of Sarnova, is a national leader in emergency prevention and an ardent advocate in the fight against Sudden Cardiac Arrest (SCA). Cardio Partners offers complete cardiac solutions to our customers including equipment, consultation, end-to-end training, and program management. As an authorized master distributor of all FDA-approved defibrillator devices, the company provides customers the best-in-class value for new and recertified equipment. Customers' emergency preparedness needs are met via Cardio Partners' nationwide CPR training courses and state-of-the-art program management services.

Summary:

The primary responsibility of the Customer Care Specialist, Fraud Detection is to investigate and resolve suspected fraudulent activity related to customer accounts and transactions. This role requires a high level of attention to detail, analytical thinking, and the ability to communicate effectively with both internal teams and customers. The ideal candidate is proactive, process-driven, and confident in making decisions that protect the integrity of the business and customer trust.

Organizational Impact:

In this role at Sarnova, you are the first line of defense against fraudulent activity that can compromise customer trust and company resources. You will identify suspicious patterns, collaborate with internal stakeholders, and take swift action to mitigate risk. Your work directly contributes to safeguarding our customers and maintaining the credibility of our operations.

Essential Duties and Responsibilities:

• Monitor and analyze customer transactions and account activity to detect potential fraud or abuse
• Investigate alerts and escalations from internal systems, customer reports, and third-party fraud detection tools
• Communicate with customers to verify account activity and resolve concerns with professionalism and discretion
• Collaborate with internal departments such as Finance, Compliance, and IT to escalate and resolve fraud cases
• Document findings and maintain accurate records of investigations and outcomes
• Identify fraud trends and contribute to the development of improved detection rules and prevention strategies
• Educate internal teams on fraud prevention best practices and assist in training initiatives
• Support inbound customer calls and inquiries during peak times, ensuring a high level of service and responsiveness
• Conduct root cause analysis of recurring or complex fraud incidents to identify systemic gaps
• Recommend and support the implementation of fraud prevention tools, workflows, and detection logic
• Collaborate with Legal or Compliance when cases involve higher regulatory or reputational risk
• Track and report key fraud metrics, including case volume, false positives, and chargeback trends
• Assist with internal audits and investigations by providing detailed documentation and expertise
• Support special reporting projects and help resolve complex order issues that require deeper analysis
• Additional job duties as required

Skills/Experience Required:

• Education: High School Diploma or equivalent
• Three to five years of customer service experience with at least one year of fraud detection strongly preferred
• Successful and positive experience working in a remote environment
• Prior experience of industry experience in returns and knowledge of warehouse management, supply chain and logistics is a plus
• Strong attention to detail, ensuring high accuracy in data entry and return processing to minimize errors and additional steps
• Proficiency in MS Outlook, Word, and Excel; ability to update and maintain databases efficiently.
• Adaptable and comfortable working in a fast-paced environment with changing priorities
• Excellent communication skills, both written and verbal; ability to present information and solutions in a professional and courteous manner
• Strong interpersonal skills; ability to develop and maintain cooperative working relationships with customers and co-workers
• Ability to remain calm and professional when handling customer concerns over the phone, particularly in de-escalating tense situations and maintaining a positive company image
• Familiarity with compliance standards and data privacy regulations is a plus.
• Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

Physical Requirements:

• Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment
• Reach with hands and arms
• See and be able to read, write, and interpret text
• Employee may use computer, phone, copier and other office equipment in the course of a day
• Occasionally lift and move objects weighing up to 10 pounds
• Employee may be required to travel for business purposes
• When working remotely, ability to secure confidential information
• When working remotely, perform all duties in a professional environment free of noise or anything that would create a negative customer experience

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Continuous is defined as 6-8 hours, frequently is defined as 3-6 hours, and occasionally is defined as up to 3 hours.

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