Fraud Operations Analyst-CEC

U.S. Bank • Remote, ND, ND

5d

About The Position

The FMS Customer Experience Center (CEC) has exciting career opportunities available for highly motivated individuals who thrive in a fast-paced, customer-focused environment. As an FMS Customer Experience Analyst, you will manage some of the most complex fraud and customer identification scenarios across both credit and deposit products. Responsibilities include supporting Customer Identification Program (CIP) and Know Your Customer (KYC) requirements, investigating Third-Party Fraud (TPF) and First-Party Fraud (FPF), and helping protect customers and the bank from financial loss. In this role, you will spend much of your time assisting customers by phone, resolving application and account-related issues, investigating potential fraud, and delivering an exceptional customer experience. Success requires balancing outstanding service with sound fraud risk mitigation and critical thinking skills. This is a challenging and rewarding opportunity for individuals who are passionate about protecting our customers while delivering best-in-class service.

Requirements

• High school diploma or equivalent
• Typically seven or more years of related work experience

Nice To Haves

• Strong analytical and critical thinking skills.
• Excellent customer service and communication abilities.
• Ability to navigate complex situations and make sound decisions.
• A passion for protecting customers and combating fraud.
• Proven ability to perform effectively in a fast-paced environment.
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications

Responsibilities

• Handle inbound customer calls while delivering a world-class customer experience.
• Review account and application activity for potential fraud concerns.
• Investigate complex fraud scenarios, including identity theft and account takeover.
• Conduct detailed research across multiple systems and data sources.
• Secure accounts by applying appropriate restrictions and controls to prevent financial loss.
• Initiate and process fraud claims in accordance with established procedures.
• Review and complete escalated actions from frontline teams to ensure accurate resolution.
• Identify emerging fraud trends and escalate concerns appropriately.
• Maintain expertise in fraud prevention practices, operating procedures, regulatory requirements, and bank policies.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED