Fraud Operations Senior Associate

Citizens; Irving (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

Citizens in Irving, TX is seeking a Fraud Operations Senior Associate to investigate suspicious activity, support customers through the fraud journey, and resolve claims with accuracy and empathy. The role emphasizes prevention, detection, and resolution in a fast-paced, regulated environment.

You'll handle customer contact, review fraud alerts, process claims in compliance with regulatory timelines, and contribute to quality assurance while using multiple technology platforms, including agentic

Qualifications

• 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.
• Time-management and organizational skills with the ability to manage multiple tasks.
• 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.

Responsibilities

• Take inbound calls and Initiate outbound calls to verify suspicious transactions, discuss potential scam activity, and gather required information.
• Monitor and analyze fraud detection alerts from internal systems and third-party tools; investigate flagged transactions and validate activity.
• File, manage, and resolve fraud claims in compliance with regulatory and internal requirements; ensure complete documentation.
• Adhere to bank policies, regulatory standards, and call monitoring requirements; maintain confidentiality and integrity throughout investigations and resolutions.

Skills

Analytical thinking

Problem solving

Time management

Communication skills

Attention to detail

Regulatory compliance

Empathy in customer interactions

Adaptability to new tools

Education

High school diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

Fraud detection systems

CRM platforms

Agentic AI tools

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 escalated 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).

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

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.

Why Work for Us

At Citizens, you'll find a customer‑centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.