Contact Center Fraud Operations Analyst 5 - 5

Job Description

The Customer Experience Center is hiring! We're looking for team members who are ready to take the next step in their career and join a dynamic environment focused on delivering exceptional service and fraud prevention.

In this role, you'll handle complex situations involving both first- and third-party fraud, including CIP (Customer Identification), KYC (Know Your Customer), TPF (Third Party Fraud), and FPF (First Party Fraud) across credit and deposit products. You'll spend much of your time resolving application and account issues over the phone with customers who have reached out for support. Providing outstanding service to all callers—customers and non-customers alike—is essential. You'll also play a key role in protecting accounts from fraudulent activity.

This is a challenging and rewarding position that requires balancing top-tier customer experience with effective fraud mitigation. We're looking for the best of the best!

Key Responsibilities:

• Handle inbound calls and deliver world-class customer experiences
• Review account activity for potential fraud indicators
• Investigate complex fraud cases, including account takeover and identity theft
• Conduct analysis using multiple systems and search tools
• Secure accounts by applying blocks or restrictions to prevent financial loss
• Initiate fraud claims in accordance with established procedures
• Review and resolve actions initiated by front-line employees
• Identify and escalate emerging fraud trends
• Maintain up-to-date knowledge of fraud prevention guidelines, system processes, and regulatory requirements

Requirements:

• Excellent English (C1)
• Relevant work experience (preferably in fraud prevention, risk, or a related field)
• Effective verbal and written communication skills
• Ability to interpret technical and administrative instructions to answer recurring questions and use as a guide in solving similar problems or situation
• Strong analytical skills with the ability to identify and resolve exceptions
• Ability to solve complex problems independently
• Proficiency in navigating multiple software systems, including Microsoft Office
• The role is posted as remote; however, candidates who are located near any one of our locations would be required to work on site at least three days per week.

Work Schedule: The Customer Experience Center operates Monday–Friday, 17:00 - 01:00. A variety of shifts are available to accommodate different schedules.