Fraud Resolution Analyst

Coforge Limited; Augusta (GA); On-site; USD 52,000 - 68,000; Full time

Job summary

Coforge Limited in Augusta, GA is seeking a Fraud Resolution Analyst to support the Contact Center Operations team. You will perform preliminary reviews, triage, and resolution of fraud events while delivering an excellent customer experience through inbound and outbound calls.

Responsibilities include verifying transactions, conducting investigations, documenting interactions, and coordinating with internal partners to mitigate fraud risks.

Qualifications

• Excellent verbal communication and active listening skills.
• Strong customer service abilities with de-escalation capabilities.
• Familiarity with payment channels and fraud trends.
• Ability to analyze information across multiple systems and make decisions.

Responsibilities

• Handle inbound and outbound calls about account actions and fraud-related issues.
• Verify potentially fraudulent transactions by contacting customers.
• Investigate suspicious activity and document findings in CRM or case systems.
• Provide guidance to customers impacted by fraud and support account security measures.
• Coordinate with internal teams to mitigate fraud risks and ensure timely resolution.

Skills

Verbal communication

Active listening

Customer service

De-escalation

Analytical thinking

Time management

Attention to detail

Empathy

Multi-tasking

Fast-paced environment

Tools

Salesforce

Fraud monitoring systems

Case management systems

Call center dialer systems

Microsoft Office

Job description

We are seeking a Fraud Resolution Analyst to join our Contact Center Operations team in Augusta, GA. This role is responsible for the preliminary review, triage, mitigation, and resolution of fraud-related events while delivering an exceptional customer experience. The Fraud Resolution Analyst will handle inbound and outbound calls, verify potentially fraudulent transactions, support account security measures, and work closely with internal teams to mitigate fraud risks. The ideal candidate is analytical, customer-focused, and capable of making sound decisions in a fast-paced environment.

Key Responsibilities

• Conduct inbound and outbound calls regarding account restrictions, suspensions, profile updates, and other fraud-related account actions.
• Verify transactions flagged for potential fraud by contacting customers and confirming transaction legitimacy.
• Perform fraud-related account reviews and investigations to identify suspicious activity.
• Provide account support and guidance to customers impacted by fraud or scams.
• Review transactions, alerts, investigations, and account activity to determine risk levels.
• Execute fraud review procedures and determine whether escalation is required.
• Collect and analyze documentation necessary to understand and resolve fraudulent activity.
• Document all customer interactions, findings, and actions taken in a clear and detailed manner.
• Manage call volumes efficiently while maintaining accurate records and documentation.
• Exercise strong judgment when evaluating sensitive fraud matters.
• Coordinate fraud response activities with internal departments and stakeholders.
• Support fraud investigations through administrative activities, account monitoring, exception management, and customer outreach.
• Ensure timely reporting and proper resolution of fraud events.
• Build and maintain strong working relationships with customers and internal business partners.
• Conduct research and analysis of account activity to assess risks and detect fraudulent behavior.
• Serve as a subject matter expert for fraud-related inquiries and customer guidance.
• Utilize fraud detection tools, resources, and procedures to evaluate accounts and customer situations requiring specialized handling.
• Participate in special projects and process improvement initiatives as needed.

Required Qualifications

Experience

• 2 to 4 years of experience in Financial Services, Banking, Customer Service, Call Center Operations, Fraud Prevention, Risk Operations, or a related field.
• Experience handling inbound and outbound customer calls in a high-volume environment.
• Experience documenting cases, investigations, and customer interactions within CRM or case management systems.

Skills & Knowledge

• Excellent verbal communication and active listening skills.
• Strong customer service skills with the ability to de-escalate challenging situations.
• Understanding of payment channels such as ACH, wire transfers, checks, real-time payments, and digital payment platforms.
• Knowledge of fraud detection, fraud prevention techniques, and common scam trends.
• Ability to analyze information across multiple systems and make sound decisions.
• Strong problem-solving and critical thinking skills.
• Ability to manage multiple priorities while maintaining attention to detail.
• Strong organizational and time management skills.
• Ability to work effectively in a fast-paced call center environment.
• Comfortable handling sensitive customer situations with empathy and professionalism.

Preferred Qualifications

• Experience with CRM platforms such as Salesforce.
• Experience using fraud monitoring and case management systems.
• Familiarity with call center platforms and dialer systems.
• Previous banking, payments, fraud operations, dispute resolution, or risk management experience.

Technical Skills

• Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
• Ability to navigate multiple applications and systems simultaneously.
• Strong data entry and documentation skills.
• Onsite position based in Augusta, GA.
• Fast-paced, high-volume call center environment.
• Schedule may require flexibility based on business needs and call volumes.