Analyst - Fraud Operations (Remote)

United Airlines•Chicago, IL

1d•Remote

About The Position

The Analyst – Fraud Operations supports day-to-day digital fraud operations by reviewing possible fraud alerts, researching suspicious customer and account activity, documenting findings, and completing established response and recovery procedures. The role applies defined policies, approved tools, and escalation paths to help protect customers, digital assets, and the airline from account takeover, identity, loyalty, payment, and contact-center fraud. The Analyst partners with senior analysts and operational leaders on complex cases and contributes observations that may improve controls. Approved AI and automation tools are used to support productivity, with human review and compliance with privacy and data-handling requirements. Responsibilities include reviewing alerts, cases, and queues; documenting evidence and outcomes; applying decision criteria and escalating cases outside established guidance; carrying out approved account-protection, containment, and recovery actions; and supporting customer-impact resolution. The Analyst also assists with high-risk or complex cases, meets quality and service-level expectations, maintains accurate case data, contributes to operational metrics, identifies recurring issues and fraud patterns, and collaborates with partner teams.

Requirements

Bachelor’s degree; equivalent experience accepted. Business, Criminal Justice, Cybersecurity, Information Systems, Finance, Data Analytics, or a related field is preferred.
At least 2 years of relevant experience reviewing alerts, transactions, or customer-account activity in a high-volume environment, such as fraud, customer service, operations, investigations, e-commerce, retail, travel, financial services, ECDLP, or a related environment.
Basic data and spreadsheet skills.
Ability to identify patterns, research information, and communicate findings clearly.
Ability to use approved AI and automation tools responsibly for research, summarization, and documentation while validating outputs.
Strong attention to detail, sound judgment, and written communication skills.
Ability to follow procedures, manage confidential information, document decisions, and work within service-level expectations.
Knowledge of account takeover, identity theft, loyalty, or payment fraud; relevant fraud, security, or investigation coursework or certification.
Must be legally authorized to work in the United States for any employer without sponsorship.
Successful completion of an interview is required to meet job qualification.
Reliable, punctual attendance is an essential function of the position.

Nice To Haves

Experience with case-management, fraud, identity, payment, contact-center, or data-visualization tools.

Responsibilities

Review assigned fraud alerts, cases, and operational queues, researching customer, account, identity, transaction, and device information using approved tools and procedures.
Accurately document evidence, actions, and outcomes; apply defined decision criteria and route cases for approval or escalation when activity falls outside established guidance.
Complete approved account-protection, containment, and recovery actions and support customer-impact resolution in accordance with security, privacy, and service requirements.
Promptly escalate high-risk, complex, or coordinated activity and assist senior analysts and leaders with information gathering, case coordination, and response activities.
Meet established quality, productivity, and service-level expectations; identify processing errors, control gaps, and recurring operational issues for review.
Maintain accurate case data, contribute to operational metrics, and share observations on fraud patterns, false positives, and workflow opportunities.
Use approved case-management, fraud, AI, and automation tools to support research, summarization, documentation, and productivity, validating outputs with human review.
Collaborate with Fraud Strategy, Customer Care, Loyalty, Digital Technology, and other partners as directed.