Fraud Resolution Analyst

Apptad Inc; Georgia; On-site; USD 60,000 - 80,000; Full time

Job summary

Apptad Inc. in Augusta, GA is seeking a Fraud Resolution Analyst for a 6+ month onsite contract. You will perform preliminary review, triage, and mitigation of fraud events with direct client communication.

The role partners with Fraud Investigations, QA, and Treasury Operations to identify fraud risks, conduct research, and determine escalation paths while delivering premier client service over the phone.

Qualifications

• 2–4 years in financial services or similar environment.
• Excellent verbal communication and active listening to explain fraud actions clearly by phone.
• Strong customer service orientation with de-escalation skills.
• Familiarity with payments (ACH, wire, check, Zelle) and fraud typologies.

Responsibilities

• Conduct inbound and outbound calls to discuss Zelle restrictions and other fraud actions.
• Verify transactions flagged by the fraud team by contacting clients to confirm legitimacy.
• Manage check deposit verification calls to coordinate deposits to other institutions.
• Provide client outreach and account support via phone to resolve fraud concerns.
• Review transactions, prior alerts, investigations, and accounts held by the subject.
• Hands-on resolution of client fraud issues and daily needs via direct phone communication.
• Document all phone interactions with explanations and client responses.
• Coordinate interdepartmental fraud response between Deposit Operations, RMs, and Treasury.

Skills

Verbal communication

Active listening

Customer service

Fraud prevention knowledge

Analytical skills

Multi-tasking

De-escalation

Attention to detail

Documentation

Regulatory awareness

Tools

Salesforce CRM

Five9

Verafin

Excel

Job description

Position: Fraud Resolution Analyst
Location: Augusta GA, 30909 (Onsite 5 days)
Duration: 6+ Months Contract
Job Description:
The Fraud Resolution Analyst will report to the Client Operations Manager and is part of FCC Contact Center responsible for the daily execution of preliminary review, triage, and mitigation of fraud events, and client outreach while providing a premier client experience. This position executes preliminary review, triage, and mitigation of fraud events while providing premier client service through direct phone communication. The FOA will help identify clients and business units needing increased fraud controls, and fraud assistance. This role partners closely with the Fraud Investigations Team, Fraud QA, QC and Relationships Associates, and Deposit and Treasury Operations, while working independently to perform an assessment of fraud events, conduct sufficient research and/or review to determine whether further review and escalation is warranted.

Responsibilities

• Conduct inbound and outbound phone calls to clients regarding Zelle account restrictions, suspensions, profile refreshes, and other fraud-related account actions
• Verify transactions flagged by the fraud team by contacting clients directly to confirm legitimacy and obtain necessary information
• Manage check deposit verification calls to confirm and coordinate check deposits to other financial institutions
• Provide client outreach and account support via phone to resolve fraud-related concerns and restore account access
• Review of transactions, prior alerts or investigations, and accounts held by the subject.
• Responsible for hands‑on resolution of client fraud issues and daily client needs, primarily through direct phone communication
• Executing procedures as prescribed; opening reviews for all matters upon which an assessment is performed; determining whether an escalation is or is not warranted
• Ensure appropriate collection and analysis of documents to obtain a complete understanding of the fraudulent activity
• Document all phone interactions and findings adequately with explanations in narrative form, including client responses and actions taken.
• Manage call volume efficiently while maintaining detailed notes and documentation for all client interactions
• Exhibit judgement on sensitive matters and execute required deliverables
• Coordinate interdepartmental fraud response and subsequent actions between Deposit Operations, Line of Business. RMs and RAs and Treasury
• Provide daily administrative functions for fraud triage and investigations to include; obtaining the proper documentation, account monitoring, facilitate opening and closing accounts, managing exceptions, and contacting clients
• Ensure timely and accurate reporting, and proper disposition to fraud events
• Responsible for building strong working relationships with clients and team members/internal partners
• Execute special projects as needed
• Conduct research and analysis of account activity to assess levels of risk and detect fraudulent activity
• Act as a subject matter expert providing guidance to clients on fraud events and their required actions
• Utilize strategic tools, resources and procedures to diligently evaluate accounts and customer situations that may require unique treatment and a specialized approach

The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.

Qualifications

• Work Experience: 2-4 years in the financial services industry or similar environment, such as Customer Service, Call Center, Operations, or Fraud Prevention
• Excellent verbal communication and active listening skills, with the ability to explain fraud-related account actions clearly and confidently to clients over the phone
• Strong customer service orientation with the ability to de‑escalate concerns and provide a premier client experience during high-volume inbound and outbound calls
• General understanding of payments (ACH, wire, check, Real-time/Zelle) and common related fraud typologies
• Familiarity with common and current scam typologies to accurately identify and address client concerns
• Ability to analyze information across multiple internal and external systems to support a proper Fraud/Not Fraud decision
• Experience with Salesforce CRM for case documentation, call tracking, and client account management
• Experience with Five9 or similar call center/dialer platforms for managing inbound and outbound call queues
• Experience with Verafin or similar fraud monitoring/detection systems a plus
• Comfortable navigating multiple systems simultaneously while maintaining an engaged, professional conversation with clients
• Sympathetic, patient, and calm demeanor with customers who are victims of fraud and/or scams
• Ability to multi‑task effectively across high call volumes while accurately documenting each interaction
• General working knowledge of fraud detection/prevention principles and awareness of related compliance and regulatory considerations
• Solid problem‑solving and decision‑making skills to resolve client issues efficiently during the call
• Demonstrated ability to manage time‑sensitive requests to help protect the bank and its clients
• Efficient organizational skills, including effective time management across a high‑volume call environment
• Adaptable and able to work at a consistently changing pace in a dynamic call center setting
• Proficient knowledge of PC/Internet including Word, PowerPoint, and Excel