Fraud Support Analyst (Tele Caller/Customer Care) _ CLT, NC

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. The position starts with two weeks onsite training, followed by a hybrid schedule (3 days onsite, 2 days remote).

Primary duties include handling fraud inquiries, reviewing transactions, and resolving customer escalations with discretion. The ideal candidate has banking/financial services experience, strong communication, and the ability to manage sensitive information

Qualifications

• Strong written and verbal communication skills.
• Excellent customer service and conflict-management abilities.
• High attention to detail and organization, with multitasking ability.
• Ability to handle sensitive information with discretion.

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 conflict-resolution and de-escalation skills.
• Research account information and document findings accurately.

Skills

Communication skills

Customer service

Attention to detail

Discretion

Microsoft Office

Multitasking

Conflict management

LexisNexis

Tools

LexisNexis

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.

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)