Fraud Resolution Analyst

Position:
Fraud Resolution Analyst

Location:

Augusta GA, 30909 (Onsite 5 days)
Duration: 6+ Months Contract
Job Description:
The Fraud Resolution Analyst will report to the Client Operations Manager and is part of FCC Contact Center responsible for the daily execution of preliminary review, triage, and mitigation of fraud events, and client outreach while providing a premier client experience. This position executes preliminary review, triage, and mitigation of fraud events while providing premier client service through direct phone communication.

The FOA will help identify clients and business units needing increased fraud controls, and fraud assistance. This role partners closely with the Fraud Investigations Team, Fraud QA, QC and Relationships Associates, and Deposit and Treasury Operations, while working independently to perform an assessment of fraud events, conduct sufficient research and/or review to determine whether further review and escalation is warranted.

Responsibilities

• Conduct inbound and outbound phone calls to clients regarding Zelle account restrictions, suspensions, profile refreshes, and other fraud-related account actions
• Verify transactions flagged by the fraud team by contacting clients directly to confirm legitimacy and obtain necessary information
• Manage check deposit verification calls to confirm and coordinate check deposits to other financial institutions
• Provide client outreach and account support via phone to resolve fraud-related concerns and restore account access
• Review of transactions, prior alerts or investigations, and accounts held by the subject.
• Responsible for hands‑on resolution of client fraud issues and daily client needs, primarily through direct phone communication
• Executing procedures as prescribed; opening reviews for all matters upon which an assessment is performed; determining whether an escalation is or is not warranted
• Ensure appropriate collection and analysis of documents to obtain a complete understanding of the fraudulent activity
• Document all phone interactions and findings adequately with explanations in narrative form, including client responses and actions taken.
• Manage call volume efficiently while maintaining detailed notes and documentation for all client interactions
• Exhibit judgement on sensitive matters and execute required deliverables
• Coordinate interdepartmental fraud response and subsequent actions between Deposit Operations, Line of Business. RMs and RAs and Treasury
• Provide daily administrative functions for fraud triage and investigations to include; obtaining the proper documentation, account monitoring, facilitate opening and closing accounts, managing exceptions, and contacting clients
• Ensure timely and accurate reporting, and proper disposition to fraud events
• Responsible for building strong working relationships with clients and team members/internal partners
• Execute special projects as needed
• Conduct research and analysis of account activity to assess levels of risk and detect fraudulent activity
• Act as a subject matter expert providing guidance to clients on fraud events and their required actions
• Utilize strategic tools, resources and procedures to diligently evaluate accounts and customer situations that may require unique treatment and a specialized approach

The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.

Qualifications

• Work Experience:
  
  2-4 years in the financial services industry or similar environment, such as Customer Service, Call Center,…