Fraud Resolution Analyst - Customer-Centric Investigations

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

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.