Fraud Operations Senior Associate

Citizens•Irving, TX

4d•Hybrid

About The Position

Our Fraud Operations Senior Associate is a new role in Irving, TX key in the detection, prevention and resolution of Fraud. Each day, you’ll investigate suspicious activity, connect with customers, and resolve fraud claims with accuracy, empathy, and professionalism. This role is ideal for an experienced operations analyst who thrives in high-volume, regulated environments and is comfortable leveraging data and technology—including emerging AI and agentic tools. You’ll also have a customer-first approach to making decisions that protect customers when it matters most.

Requirements

High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
Experience in fraud operations, banking, financial services, customer service, investigations, risk management, or a related field required.
Strong analytical and problem-solving skills with the ability to assess information and make sound decisions.
Demonstrated strong time-management and organizational skills with the ability to manage multiple tasks simultaneously.
Exceptional attention to detail and commitment to accuracy, quality, and compliance standards.
Strong verbal and written communication skills with the ability to interact professionally and empathetically with customers.
Proficiency using multiple technology platforms and willingness to leverage modern tools, including agentic AI technologies.
Commitment to professional growth, continuous learning, and career development opportunities.

Responsibilities

Take inbound calls and Initiate outbound calls to customers to verify suspicious transactions, discuss potential scam activity, and gather required information
Conduct all interactions in accordance with approved regulatory guidelines
Accurately document customer interactions and escalate cases as appropriate
Monitor and analyze fraud detection alerts from internal systems and third-party tools
Investigate flagged transactions and validate account activity
Escalate confirmed fraud cases in accordance with established procedures
File, manage, and resolve fraud claims in compliance with regulatory and internal requirements
Ensure accurate and complete documentation of all claim details
Meet required regulatory timelines for claim processing and resolution
Adhere to bank policies, regulatory standards, and call monitoring requirements
Maintain confidentiality, accuracy, and integrity throughout all fraud investigations and claim resolution