Fraud Operations Senior Associate

Citizens Bank; Irving (TX); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Job summary

Citizens Bank in Irving, TX is seeking a Fraud Operations Senior Associate to support customers through fraud prevention, detection, and resolution. You will investigate, contact customers, and resolve fraud claims with accuracy and empathy.

The role emphasizes handling high-volume activities, leveraging data, regulatory compliance, and using modern tools, including agentic AI technologies, to protect customers effectively.

Qualifications

• High school diploma or equivalent; higher degree preferred.
• Experience in fraud operations or banking is required.
• Strong analytical and problem-solving abilities.
• Excellent time-management and organizational skills.
• Attention to detail and compliance standards.
• Strong verbal and written communication skills.
• Experience with AI or modern tools is a plus.
• Commitment to professional growth.

Responsibilities

• Investigate suspicious activity and contact customers.
• Review alerts and validate account activity.
• Process fraud claims in accordance with procedures.
• Document interactions and ensure regulatory timelines.
• Maintain confidentiality and quality assurance.

Skills

Analytical thinking

Problem solving

Time management

Communication skills

Attention to detail

AI tools experience

Education

High school diploma

Associate's degree

Bachelor's degree

Tools

Agentic AI

Multiple platforms

Job description

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).

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.