Fraud Support Analyst

Tandym-Group; Charlotte (NC); On-site; USD 25,000 - 33,000; Full time

Job summary

Tandym-Group seeks a Fraud Support Analyst to join ITS growing team at either Charlotte, NC or Lewisville, TX location. You will handle inbound customer calls related to accounts flagged for potential fraud and investigate activity across various accounts, while coordinating with internal teams to minimize losses and safeguard customers.

The role requires 1+ year in retail banking or similar, solid communication, and time management skills. On-site positions in two U.S.

Qualifications

• 1+ year of experience in Retail Branch Banking.
• Associate's and/or Bachelor's Degree.
• Experience in a customer service or call center environment.
• Strong written and verbal communication skills.
• Effective time management and organizational skills.

Responsibilities

• Handle inbound customer calls related to accounts restricted due to suspected fraud activity.
• Investigate suspicious transactions and account activity across deposit accounts, debit cards, investment accounts, and money movement activity.
• Ask probing questions, assess risk, and make informed decisions based on information gathered during customer interactions.
• Document findings clearly and support case review, reporting, and follow-up activities.
• Partner with fraud, risk, compliance, legal, and other internal teams to help reduce losses and protect customers.

Skills

Customer service

Communication

Time management

Organizational skills

Education

Associate's or Bachelor's Degree

Tools

Salesforce

WebCSR

FraudNet

Compass

LexisNexis

Job description

Salary: USD21 - USD21 per hour

A financial services firm is seeking a Fraud Support Analyst to join ITS growing team at either their Charlotte, NC or Lewisville, TX location.

Schedule:

Option 1: Mon, Tues & Fri (9am to 6pm EST) and Sat & Sun (8am to 5pm EST)

Option 2: Mon, Tues & Fri (10am to 7pm EST) and Sat & Sun (8am to 5pm EST)

Option 3: Tuesday to Friday (11am to 8pm) and Saturdays (8am to 5pm EST)

Locations:

Charlotte, North Carolina or Lewisville, Texas

Responsibilities:

• Handle inbound customer calls related to accounts restricted due to suspected fraud activity
• Investigate suspicious transactions and account activity across deposit accounts, debit cards, investment accounts, and money movement activity
• Ask probing questions, assess risk, and make informed decisions based on information gathered during customer interactions
• Document findings clearly and support case review, reporting, and follow-up activities
• Partner with fraud, risk, compliance, legal, and other internal teams to help reduce losses and protect customers

Qualifications:

• 1+ year of experience in Retail Branch Banking
• Associate's and/or Bachelor's Degree
• Experience in a customer service or call center environment
• Strong written and verbal communication skills
• Effective time management and organizational skills

Desired Skills:

• Experience in fraud, disputes, risk, or account review
• Knowledge of fraudulent banking transactions
• Experience with Salesforce, WebCSR, FraudNet, Compass, or LexisNexis
• Background in retail or branch banking
• Strong critical thinking, investigative, and decision-making skills
• Comfort with difficult conversations and conflict management

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