Fraud Support Analyst

A financial services firm is seeking a Fraud Support Analyst to join ITS growing team at either their Charlotte, NC or Lewisville, TX location. About the Opportunity:Schedule:Option 1: Mon, Tues & Fri (9am to 6pm EST) and Sat & Sun (8am to 5pm EST)Option 2: Mon, Tues & Fri (10am to 7pm EST) and Sat & Sun (8am to 5pm EST)Option 3: Tuesday to Friday (11am to 8pm) and Saturdays (8am to 5pm EST)Locations: Charlotte, North Carolina or Lewisville, TexasResponsibilities:Handle inbound customer calls related to accounts restricted due to suspected fraud activityInvestigate suspicious transactions and account activity across deposit accounts, debit cards, investment accounts, and money movement activityAsk probing questions, assess risk, and make informed decisions based on information gathered during customer interactionsDocument findings clearly and support case review, reporting, and follow-up activitiesPartner with fraud, risk, compliance, legal, and other internal teams to help reduce losses and protect customersQualifications:1+ year of experience in Retail Branch BankingAssociate's and/or Bachelor's DegreeExperience in a customer service or call center environmentStrong written and verbal communication skillsEffective time management and organizational skillsDesired Skills:Experience in fraud, disputes, risk, or account reviewKnowledge of fraudulent banking transactionsExperience with Salesforce, WebCSR, FraudNet, Compass, or LexisNexisBackground in retail or branch bankingStrong critical thinking, investigative, and decision-making skillsComfort with difficult conversations and conflict management