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Demonstrates strong de‑escalation skills by maintaining composure and professionalism in high‑pressure or escalated situations, confidently enforcing security protocols while protecting both the customer and the bank. What You'll Do: Handle 30-40 inbound calls per day from customers whose card or digital transactions have been declined or restricted due to potential fraud.

HOUR

Overview:As a Fraud Support Associate, you are the first line of defense protecting our customers' finances and personal information. You'll work in a fast‑paced call center environment handling debit, credit, and digital transactions that have been flagged by our fraud detection systems. Every call matters - customers are calling because something isn't working, something feels wrong, or fraud has already occurred. This is a high‑volume, inbound‑only role where you'll balance customer service, investigative thinking, and sound judgment. You'll be empowered to make real-time decisions, including when to approve transactions, restrict account access, or require in‑branch identity verification to keep our customers safe.What You'll Do:<ul><li>Handle 30-40 inbound calls per day from customers whose card or digital transactions have been declined or restricted due to potential fraud</li><li>Verify customer identity through detailed questioning, account review, and transaction analysis - while identifying and stopping fraudsters attempting to impersonate real customers</li><li>Investigate flagged banking transactions to determine whether an exception should be allowed</li><li>Place or remove card and digital exclusions to prevent unauthorized activity while minimizing disruption for legitimate customers</li><li>Make confident, fast decisions - sometimes saying "no" when protecting the customer and the Bank requires it</li><li>De‑escalate upset or frustrated customers while maintaining control of the conversation and following strict security protocols</li><li>Reissue cards, reset credentials, and guide customers through next steps when fraud is confirmed</li><li>Partner with internal teams and investigators by researching accounts and providing detailed information when needed</li></ul>What We're Looking For:We're looking for individuals who are calm under pressure, confident in difficult conversations, and motivated by protecting others.Education and Experience Required:<ul><li>Associates degree, or at least 2 years of equivalent work experience</li><li>Flexibility to work varied schedules, including holidays and non‑traditional hours</li></ul>Education and Experience Preferred:<ul><li>Call center experience (highly preferred)</li><li>Customer service experience in a fast‑paced or high‑call‑volume environment</li><li>Banking, financial services, or fraud experience</li><li>Demonstrates strong de‑escalation skills by maintaining composure and professionalism in high‑pressure or escalated situations, confidently enforcing security protocols while protecting both the customer and the bank</li><li>Ability to make quick, accurate decisions while multi‑tasking</li><li>Awareness of common fraud scams and tactics (or willingness to learn quickly)</li><li>Comfort using computers and navigating multiple systems simultaneously</li><li>Ability to work independently with minimal supervision</li></ul>Total Compensation:<ul><li>$24.00-$26.00 per hour</li><li>Paid time off starting at 3 weeks per year, plus 12 paid federal holidays per year</li><li>Medical, dental, and vision benefits</li><li>401k match up to 5%</li><li>Various options for tuition assistance, paid parental and adoption leave, stock purchase, wellness and employee discounts</li><li>Receive 40 hours per year of volunteer time with an organization of your choosing (get paid to give back!)</li><li>And more</li></ul>Work Model & Office Location:<ul><li>This is a hybrid role requiring four days in-office per week</li><li>Eligible candidates must live within reasonable commuting distance to 850 Main Street, Bridgeport, CT 06604</li></ul>Required Availability & Training:Candidates must have open availability between 9:00am and 9:00pm on both weekdays and weekends. Training is paid and fully remote, running Monday-Friday, 8:30am to 5:00pm for the first five weeks. After training, a consistent weekly schedule will be assigned based on business needs and will include one weekend shift per week. Each quarter, employees can bid for different shifts if they would like. Two shift examples are below:<ul><li>12:00pm - 8:30pm | Days off: Saturday & Wednesday</li><li>10:00am - 6:30pm | Days off: Sunday & Tuesday</li></ul>Anticipated Start Date:Paid training for this role will begin on Monday, July 27th.Why This Role Matters:Fraud doesn't just impact accounts - it impacts people's lives. In this role, you'll protect customers at some of their most stressful moments, safeguard their financial well‑being, and prevent real losses. You'll be trusted to make meaningful decisions and empowered to do what's right for both the customer and the Bank.#LI-111M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $22.79 - $37.99 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.LocationBridgeport, Connecticut, United States of America

M&T Bank Corp

Fraud Support Associate (Inbound Call Center Agent) - Hybrid

Analysis Skills

Call Centers

Call Volume

Card Processing

Customer Support/Service

Financial Transactions

Inbound Call Centers

Security Protocols

Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc. " Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance) and printer problems (local, network).

Contingent Worker Information 
Position Title Service Desk Analyst 
NYPA Business Unit Information Technology & Cyber Security 
Experience Level 1 (1-5 years) 
Work Location White Plains Office 
Anticipated Start Date Immediate 
Duration of Assignment 12 month(s) 
Project/Assignment IT BAU 
CWP Manager Christine.Prendergast@nypa.gov 
Date of Posting 06/02/2026 
Due Date 06/17/2026 Work Schedule 
Monday through Friday. 7.5-hour workday with .5-hour unpaid lunch. Paid for actual time worked; there are no paid vacation or sick days. During NYPA and Canals holidays, the business is closed, and no work is permitted. NYPA requires a hybrid schedule of a minimum of 3 days on-site, up to including fully on-site depending on department requirements. CWPO Engagement Requirements 
Candidates are REQUIRED to be local to the Tri-State area and in W2 tax status as an hourly paid employee of Service Provider. Fully remote positions are prohibited. Hybrid schedules are permissible with a minimum of 2 days on-site depending on assignment and can be fully on-site depending on business needs. Remote work privileges can be revoked at any time. NYPA does not provide laptops. Instead, NYPA provides desktops and dedicated workstations which candidates will remote into from their personal equipment on virtual days. If candidate does not have proper equipment, internet connection, or he/she is deemed to not work effectively from home, the hybrid privilege will be revoked. Vendors must disclose foreign national status and all Visas at the time of candidate submission. Additionally, a Benefits Waiver and Ethics Disclosure will be required of the candidate during onboarding. Submission Instructions 
Your email submissions must contain: 
The LEGAL name of candidate (no aliases, monikers, or nicknames) 
Job Broadcast number in your email subject header 
Visa work authorization, if applicable 
For job broadcasts outside your contractual compensation schedules, use competitive rates based on local and state compensation. 
NYPA CWP staff will contact you if your candidate is selected to be interviewed, which is usually via MS Teams. Please inform your candidates that an interview does not indicate acceptance of the proposed labor rates. 
For all questions or concerns, please contact Christine Prendergast at Christine.Prendergast@nypa.gov or Markus Caruso at Markus.Caruso@nypa.gov. Project Overview 
This role will field incoming Help Desk requests from end users via both telephone and e-mail in a courteous/professional manner. Document all pertinent end user information. Resolve computer issues on impact. Escalate calls to appropriate support groups in IT. Support the distribution of RSA Key Fobs, Iron Key Devices, assist customers scheduling video conferences, password resets, software installations, etc. during work and extended hours. Job Functions & Responsibilities 
" Field incoming help desk requests and incidents from end users via both telephone and e-mail in a courteous/professional manner 
" Access the Footprints ticketing system to create or resolve tickets 
" Ability to RDP into a machine to fix an issue 
" Preform password resets 
" Resolve any VPN access issues 
" Perform hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications 
" Ability to resolve computer issues (connectivity, performance), laptop issues (connectivity, performance) and printer problems (local, network) Skills 
" Remote phone support 
" Exceptional written and oral communication skills 
" Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills 
" Ability to absorb and retain information quickly 
" Ability work independently with minimal supervision 
" Sitting for extended periods of time 
" General Troubleshooting skills with various hardware (Laptops, iPads, Tablets, iPhones, Desktops, Printers) 
Software application required to support 
" Windows 10 
" MS Office (versions 2016/O365) 
" MS Outlook (versions 2013/16/ O365) 
" Intune & Webmail 
" Cisco Jabber / Meeting Place 
" Active Directory / Active Roles / Quest Password Manager 
" SAP & Maximo password unlock\resets 
" Enterprise\departmental applications specific to NYPA 
" Periodically support other IT Groups as needed Education & Certifications 
" Associate degree in Information Systems; 4 year college degree is preferred 
" Minimum 4 years prior demonstrated experience

Veterans Sourcing Group

Service Desk Analyst

Apple iPad

Apple iPhone

Calendar Management

Cisco Network Systems

Cisco Unified MeetingPlace

Communication Skills

Computer Security

Computer Workstations

Conference Management

Desktop PC

Help Desk

IBM Maximo Asset Management

Identify Issues

Information Technology & Information Systems

Internet Security

Interpersonal Skills

Jabber

Laptop Hardware

Laptop PC

Microsoft Active Directory

Microsoft Office

Microsoft Outlook

Microsoft Remote Desktop Services (fka Terminal Services)

Network Support

Onboarding

Presentation/Verbal Skills

Printers

Problem Solving Skills

Software Installation

Software Upgrades

Systems Administration/Management

Technical Support

VPN (Virtual Private Network)

Videoconferencing

Work From Home

Writing Skills

jobdiva

Microsoft SCCM (patch management and deployment) " VMware vCenter in AWS (VMC) and on prem " Commvault backup administration " Microsoft Windows Server administration " Red Hat Enterprise Linux administration across GCP, AWS, and Azure " Infrastructure automation and scripting using Ansible and Terraform. This role is a critical part of a larger cross-functional NYPA Information Technology team of Architects, Network Support, Incident Management, Cyber Security and others to ensure resiliency and availability of key NYPA digital IT assets and services.

Contingent Worker Information 
Position Title Infrastructure Engineer 
NYPA Business Unit Information Technology & Cyber Security 
Experience Level 2 (5-10 years) 
Work Location White Plains Office 
Anticipated Start Date Immediate 
Duration of Assignment 12 month(s) 
Project/Assignment Enterprise Compute Refresh Project/Core IT 
CWP Manager Christine.Prendergast@nypa.gov 
Date of Posting 03/09/2026 
Due Date 03/24/2026 Work Schedule 
Monday through Friday. 7.5-hour workday with .5-hour unpaid lunch. Paid for actual time worked; there are no paid vacation or sick days. During NYPA and Canals holidays, the business is closed, and no work is permitted. NYPA requires a hybrid schedule of a minimum of 3 days on-site, up to including fully on-site depending on department requirements. CWPO Engagement Requirements 
Candidates are REQUIRED to be local to the Tri-State area and in W2 tax status as an hourly paid employee of Service Provider. Fully remote positions are prohibited. Hybrid schedules are permissible with a minimum of 2 days on-site depending on assignment and can be fully on-site depending on business needs. Remote work privileges can be revoked at any time. NYPA does not provide laptops. Instead, NYPA provides desktops and dedicated workstations which candidates will remote into from their personal equipment on virtual days. If candidate does not have proper equipment, internet connection, or he/she is deemed to not work effectively from home, the hybrid privilege will be revoked. Vendors must disclose foreign national status and all Visas at the time of candidate submission. Additionally, a Benefits Waiver and Ethics Disclosure will be required of the candidate during onboarding. Submission Instructions 
Your email submissions must contain: The LEGAL name of candidate (no aliases, monikers, or nicknames) Job Broadcast number in your email subject header Visa work authorization, if applicable For job broadcasts outside your contractual compensation schedules, use competitive rates based on local and state compensation. NYPA CWP staff will contact you if your candidate is selected to be interviewed, which is usually via MS Teams. Please inform your candidates that an interview does not indicate acceptance of the proposed labor rates. For all questions or concerns, please contact Christine Prendergast at Christine.Prendergast@nypa.gov or Markus Caruso at Markus.Caruso@nypa.gov. Project Overview 
The Infrastructure Core Services (ICS) Specialist will work alongside a talented team of professionals accountable for the lifecycle management and support of NYPA's ongoing digital initiatives and strategies. This role will have operational responsibilities for NYPA's latest hyper[1]converged platforms, cloud (AWS/Azure), and storage service offerings. This role is a critical part of a larger cross-functional NYPA Information Technology team of Architects, Network Support, Incident Management, Cyber Security and others to ensure resiliency and availability of key NYPA digital IT assets and services. Job Functions & Responsibilities 
" Provide Operational support for all aspects of ICS operations including all NYPA server types (Windows and Linux), SAN/NAS storage, server virtualization technologies (including VMWare), backups systems (Commvault). " Recommend operational efficiency improvements including but not limited to IaaS, Lights Out Data Center solutions, Automation, Cloud and Hybrid cloud solutions. " Responsible for operations of critical infrastructure while maintaining component-level monitoring, real-time performance metrics, and trending. " Coordinates performance of outages, hardware maintenance, software maintenance, etc. " Work closely with NYPA's IT Service Management team to follow ITIL / ITSM service delivery models. Skills 
" Strong knowledge designing and implementing resilient solutions utilizing virtualization, Microsoft clustering technologies, enterprise storage and SAN solutions, Microsoft Server technologies, and software defined networking(SDNs). " Familiarity with monitoring and telemetry platforms, such as Splunk, to manage infrastructure service SLAs, metrics, and KPI " Strong knowledge of IaaS solutions and related cloud offerings. " Experience operating under ITIL / ITSM service delivery process and procedures. " Excellent organizational skills around technical planning and execution. " Excellent communication skills and ability to build successful cross-functional relationships. " Working knowledge of Source control tools like Azure DevOps, Git, or SVN. " Microsoft SCCM (patch management and deployment) " VMware vCenter in AWS (VMC) and on prem " Commvault backup administration " Microsoft Windows Server administration " Red Hat Enterprise Linux administration across GCP, AWS, and Azure " Infrastructure automation and scripting using Ansible and Terraform Education & Certifications 
" Bachelor's Degree preferred; Information Technology Management or a related field. Equivalent work experience accepted. " Minimum 7 years' experience in Information Technology field with focus on Critical Infrastructure deployments. " Cloud Certifications (AWS, Azure, GCP) preferred " Agile/Scrum certification preferred

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Hybrid IT Jobs in Danbury, CT

Fraud Support Associate (Inbound Call Center Agent) - Hybrid M&T Bank Corp

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Infrastructure Engineer Veterans Sourcing Group

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