Charity Jackson
Client Fraud Specialist – Risk / Banking (Chat/Email Support)
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About
Fraud and risk analyst with experience investigating suspicious financial activity, monitoring banking transactions, and mitigating fraud exposure within digital payment systems. Skilled in account analysis, dispute investigations, fraud pattern detection, and cross-functional collaboration. Currently expanding technical expertise through cybersecurity training and CompTIA certification coursework.
Experience
Client Fraud Specialist – Risk / Banking at Block Inc. (2022-08 – Present)
- Investigate suspicious transactions, account activity, and disputes to identify fraud indicators
- Monitor fraud trends, high-risk accounts, and financial losses across digital banking products
- Develop and maintain fraud detection rules to reduce risk exposure and false positives
- Collaborate with Risk, Compliance, Product, and Operations teams on fraud mitigation strategies
- Document investigations and maintain audit-ready case records in Salesforce
- Provide real-time updates to sellers and internal teams during fraud investigations
Customer Success Advocate at Block Inc. (2021-03 – 2022-05)
Previous Role
Biz Banking / Savings Advocate at Block Inc. (2022-05 – 2022-08)
Previous Role
Customer Service Specialist at First Advantage (2019-02 – 2021-03)
- Investigated background screening discrepancies and identity verification issues
- Resolved client inquiries through phone, email, and chat support channels
- Partnered with internal teams to research data inconsistencies and report errors
- Maintained case documentation and ensured compliance with service level agreements
Customer Service Specialist II at Support Services Group (2018-11 – 2020-02)
Client support for David Yurman and Michael Kors
- Provided high-touch customer support for luxury retail clients
- Processed orders, returns, and exchanges while ensuring policy compliance
- Resolved customer concerns and strengthened client relationships
Dispatch Manager at ABM Industries (2015-04 – 2017-04)
- Managed airport dispatch operations and supervised mobility assistance staff
- Coordinated service logistics with airline personnel and airport operations teams
- Resolved passenger service escalations and ensured accessibility compliance
Education
Bachelor of Science in Organizational Leadership – Atlanta Metropolitan State College (2024-05)
Associate of Science in Social Science – Atlanta Metropolitan State College (2019-05)
Cybersecurity Training (In Progress) – CompTIA Certification Path (2026-07)
