Fraud Operations Analyst

TIAA•Frisco, TX

16h•Onsite

About The Position

The Fraud Operations Analyst I supports monitoring of customer financial accounts against various fraud prevention strategies. The role also supports addressing fraud concerns reported by clients and associates. This job escalates suspicious activity that may be risky to the financial institution and customers. Working under direct supervision, this job provides first level review and investigation actions that mitigate threats of fraud.

Requirements

University (Degree) Preferred
No Experience Required
SRC Indicator: NRF
Physical Requirements: Sedentary Work
5IC Operations and/or phone center experience
Working knowledge of fraud industry practices
Demonstrated ability to interpret data and assess reasonability
Analytical skills with the ability to solve complex problems and execute on solutions
Strong and proven interpersonal and relationship skills
Strong and proven written and verbal communication skills
Knowledge using Generative or Traditional AI software solutions or tools

Nice To Haves

Adaptability
Collaboration
Customer Engagement
Data-Based Decision Making
Detail-Oriented
Prioritizes Effectively
Story Telling
Strategic Thinking
TIAA Products/Services Acumen

Responsibilities

Places outbound calls to validate fraud detection alerts with clients.
Answers inbound calls from customers or associates calling to report potential fraudulent activity on their accounts.
Documents investigation actions and mitigation actions.
Researches customer claims and gathers evidence regarding potential fraud activity.
Provides control feedback to continually improve efficacy.
Works with customers to verify account activity.