Overview
The Fraud Support Analyst will provide 24x7x365 support by managing inbound and outbound communications related to potential fraud. This role involves assessing transactional alerts, troubleshooting issues with retail applications, and acting as a liaison between fraud support teams, internal business units, and customers.
Key Responsibilities
- Respond to fraud-related inquiries via phone, email, and web portal.
- Create and manage support tickets, documenting all relevant information per internal standards.
- Conduct research using operational runbooks and knowledge articles to resolve or escalate issues.
- Evaluate transactional alerts for potential fraud across various user interfaces.
- Deliver exceptional customer service with empathy, courtesy, and professionalism.
- Collaborate with internal teams to ensure timely and accurate fraud resolution.
Required Skills
- Excellent verbal and written communication skills.
- Strong interpersonal skills with the ability to remain composed in challenging situations.
- Ability to speak clearly and persuasively on the phone.
- Basic knowledge of Microsoft Windows OS, internet browsers, and web applications.
- Proven ability to multitask and work independently in a fast-paced environment.
- Flexible availability, including weekends and nights, to support a 24×7 operation.
- Dependable team player with a customer-first mindset.
Preferred Qualifications
- One year of experience in fraud analysis or customer service.
- Experience in branch operations or call center environments.
- College degree preferred.
Additional Requirements
- Must be fluent in English.
- Must be able to review and analyze data reports and manuals.
- Must be comfortable communicating via phone and in person.
- Must be willing to work weekends and holidays.
Team Schedules
-
Zelle Team: Monday–Friday
- AM Shift: 8:30 AM – 5:00 PM
- PM Shift: 12:30 PM – 9:00 PM
-
FD&R Team:
- Tuesday–Saturday
- Sunday–Thursday
- Shift: 10:00 AM – 7:00 PM
