CX Analyst

Job Summary

We are seeking a professional and customer-focused Customer Experience Agent to join our team. In this role, you will serve as the first point of contact for customers, delivering exceptional service, resolving inquiries efficiently, and ensuring a positive overall experience. You will work in a collaborative, team-oriented environment that values communication, growth, and support.

All positions are full-time and include set schedules, paid training, opportunities for professional development, and clear paths for career advancement. Start your career with us today!

• Review member applications and account activity for indicators of identity theft, new account fraud, account takeover attempts, and synthetic identity risk
• Validate identity information and documentation in accordance with CIP/KYC standards and internal policies
• Identify discrepancies, red flags, and identity?related risk indicators
• Document investigative findings clearly and accurately in designated systems
• Communicate investigation outcomes or next steps to internal partners (branches, contact center, business units)
• Respond to internal inquiries related to identity verification decisions or required follow?up actions
• Maintain required documentation and evidence to support investigative decisions
• Use approved identity verification tools and internal systems to assess risk and confirm identity
• Distinguish between processing errors and potential fraudulent activity and escalata when appropriate
• Adhere to service?level expectations, regulatory timelines, and quality standards
• Supporting fraud prevention efforts by identifying emerging identity theft trends or patterns

• Strong verbal and written communication skills
• Proficiency with computers, CRM systems, and Microsoft Office
• Ability to multitask across multiple systems in real time
• Strong problem-solving skills and attention to detail
• Ability to work both independently and as part of a team