Fraud Support Analyst {Charlotte}

Matlen Silver; North Carolina; Hybrid; USD 28,000 - 33,000; Full time

Benefits offered by this job

Health, vision, and dental insurance (

401(k) plan (employee contributions)

Job summary

Matlen Silver is seeking a detail-oriented Fraud Analyst / Fraud Support Specialist in Charlotte, NC for a 4-month hybrid role. Primary duties include handling fraud inquiries, assisting with account concerns, and maintaining discretion with sensitive financial information.

The position requires solid communication, customer service skills, and the ability to de-escalate difficult situations. Training is onsite with a subsequent hybrid schedule, including weekends.

Qualifications

• Experience in banking, financial services, or customer-facing financial operations.
• Strong written and verbal communication skills.
• Excellent customer service and conflict-management abilities.
• High emotional intelligence (EQ) and ability to de-escalate.
• Basic computer proficiency, including Microsoft Office.
• Strong attention to detail, organization, and multitasking.
• Ability to prioritize work and handle sensitive information with discretion.
• Positive attitude, professionalism, and willingness to accept feedback.

Responsibilities

• Support customers with fraud-related inquiries and account concerns.
• Review and assist with investigating suspicious or potentially fraudulent transactions.
• Handle customer escalations professionally with effective conflict-resolution and de-escalation.
• Research account information and document findings accurately.
• Maintain confidentiality and discretion with sensitive financial information.
• Manage multiple priorities in a fast-paced, high-volume environment.
• Follow established banking procedures, compliance guidelines, and operational standards.
• Communicate clearly and professionally with customers and internal teams.

Skills

Communication

Conflict management

Attention to detail

Multitasking

Microsoft Office

Customer service

Discretion with sensitive information

Tools

LexisNexis

Microsoft Office

Job description

Title: Fraud Analyst / Fraud Support Specialist

Location: Charlotte, NC

Work Arrangement: Hybrid

Pay Rate: $20–$24/hr W2

Contract Duration: 4 Months (with potential for extension or conversion)

Work Schedule & Training

• Initial Training: 2 weeks onsite in Charlotte, NC.
• After Training: Hybrid schedule – 3 days onsite and 2 days remote.
• Work Schedule:
  • Monday, Tuesday & Friday: 9:00 AM – 6:00 PM
  • Saturday & Sunday: 8:00 AM – 5:00 PM
  • Additional Details
    • Hybrid work arrangement begins after successful completion of the 2-week onsite training.
    • Candidates must be comfortable working the specified weekend schedule.

Job Description

We are seeking a detail-oriented and customer-focused Fraud Analyst / Fraud Support Specialist to support banking and financial services operations. The ideal candidate will have strong communication skills, sound judgment, and the ability to handle sensitive customer concerns while maintaining professionalism and discretion. The role involves supporting fraud-related inquiries, assisting with account-related concerns, managing escalated customer interactions, and ensuring a positive customer experience.

Key Responsibilities

• Support customers with fraud-related inquiries and account concerns.
• Review and assist with investigating suspicious or potentially fraudulent financial transactions.
• Handle customer escalations professionally, using effective conflict-resolution and de-escalation skills.
• Research account information and document findings accurately.
• Maintain confidentiality and exercise discretion when handling sensitive financial information.
• Manage multiple priorities in a fast-paced, high-volume environment.
• Follow established banking procedures, compliance guidelines, and operational standards.
• Communicate clearly and professionally with customers and internal teams.

Required Qualifications

• Previous experience in banking, financial services, or a customer-facing financial operations role.
• Strong written and verbal communication skills.
• Excellent customer service and conflict-management abilities.
• High emotional intelligence (EQ) and the ability to de-escalate challenging situations.
• Basic computer proficiency, including Microsoft Office.
• Strong attention to detail, organization, and multitasking skills.
• Ability to prioritize work and handle sensitive information with discretion.
• Positive attitude, professionalism, and willingness to accept feedback.

Preferred Qualifications

• Previous fraud operations, fraud support, or transaction investigation experience.
• Call center or financial services customer support experience.
• Branch banking experience.
• Familiarity with LexisNexis or similar research/skip-tracing tools.

About Matlen Silver

Experience Matters. Let your experience be driven by our experience. For more than 40 years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works.

Equal Opportunity Employer

Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status.

If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at email and/or phone at: [e-mail] // 908-393-8600

Benefits

• Health, vision, and dental insurance (single and family coverage)
• 401(k) plan (employee contributions only)