Hybrid Fraud Operations Senior Associate

Citizens; Irving (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

Citizens in Irving, TX is seeking a Fraud Operations Senior Associate to investigate suspicious activity, support customers through the fraud journey, and resolve claims with accuracy and empathy. The role emphasizes prevention, detection, and resolution in a fast-paced, regulated environment.

You'll handle customer contact, review fraud alerts, process claims in compliance with regulatory timelines, and contribute to quality assurance while using multiple technology platforms, including agentic

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Experience in fraud operations, banking, financial services, customer service, investigations, risk management, or a related field required.
• Strong analytical and problem-solving skills with the ability to assess information and make sound decisions.
• Time-management and organizational skills with the ability to manage multiple tasks.
• Exceptional attention to detail and commitment to accuracy, quality, and compliance standards.
• Strong verbal and written communication skills with the ability to interact professionally and empathetically with customers.
• Proficiency using multiple technology platforms and willingness to leverage modern tools, including agentic AI technologies.
• Commitment to professional growth, continuous learning, and career development opportunities.

Responsibilities

• Take inbound calls and Initiate outbound calls to verify suspicious transactions, discuss potential scam activity, and gather required information.
• Monitor and analyze fraud detection alerts from internal systems and third-party tools; investigate flagged transactions and validate activity.
• File, manage, and resolve fraud claims in compliance with regulatory and internal requirements; ensure complete documentation.
• Adhere to bank policies, regulatory standards, and call monitoring requirements; maintain confidentiality and integrity throughout investigations and resolutions.

Skills

Analytical thinking

Problem solving

Time management

Communication skills

Attention to detail

Regulatory compliance

Empathy in customer interactions

Adaptability to new tools

Education

High school diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

Fraud detection systems

CRM platforms

Agentic AI tools

Job description

Citizens in Irving, TX is seeking a Fraud Operations Senior Associate to investigate suspicious activity, support customers through the fraud journey, and resolve claims with accuracy and empathy. The role emphasizes prevention, detection, and resolution in a fast-paced, regulated environment.

You'll handle customer contact, review fraud alerts, process claims in compliance with regulatory timelines, and contribute to quality assurance while using multiple technology platforms, including agentic