Fraud Operations Senior Associate

Citizens Financial; Irving (TX); Hybrid; USD 52,000 - 72,000; Full time

Job summary

Citizens Financial in Irving, TX is seeking a Fraud Operations Senior Associate to investigate suspicious activity, support customers through prevention, detection and resolution, and document cases with accuracy and empathy.

You will monitor alerts, verify transactions, and escalate fraud cases according to procedures while working in a high-volume, regulated environment using AI-enabled tools. Hybrid schedule with in-office work four days per week in Irving and one day remote.

Qualifications

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Experience in fraud operations, banking, financial services, customer service, investigations, risk management, or related field.
• Strong analytical and problem-solving skills with the ability to assess information and make sound decisions.
• Excellent time-management and organizational abilities with multitasking capability.
• Attention to detail and commitment to accuracy, quality, and compliance.
• Strong verbal and written communication with empathetic customer interaction.
• Proficiency with multiple technology platforms and willingness to use AI tools.
• Commitment to professional growth and continuous learning.

Responsibilities

• Take inbound and initiate outbound calls to verify suspicious transactions and gather required information.
• Document customer interactions accurately and elevate cases as appropriate.
• Monitor and analyze fraud detection alerts from internal systems and third-party tools.
• Investigate flagged transactions and validate account activity, escalating as needed.
• File, manage, and resolve fraud claims in compliance with regulatory requirements.
• Maintain confidentiality, accuracy, and integrity through investigations and resolution.
• Adhere to bank policies, regulatory standards, and call monitoring requirements.

Job description

Fraud Operations Senior Associate

Are you a motivated problem solver who thrives in a fast-paced environment and wants to support customers through every stage of the fraud journey - from prevention and detection to resolution? 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.

Primary Responsibilities Include

Customer Contact

• 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 elevate cases as appropriate

Fraud Detection & Alert Review

• 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

Claims Processing

• 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

Compliance & Quality Assurance

• Adhere to bank policies, regulatory standards, and call monitoring requirements
• Maintain confidentiality, accuracy, and integrity throughout all fraud investigations and claim resolution

Qualifications, Education, Certifications and/or Other Professional Credentials

• 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.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Various schedules available between 7:00am - 6:00 pm CST Monday- Friday, position requires working 4 days in office in our Irving TX location (1 day from home).