Hybrid Fraud Operations Specialist

Citizens Financial; Irving (TX); Hybrid; USD 52,000 - 72,000; Full time

Job summary

Citizens Financial in Irving, TX is seeking a Fraud Operations Senior Associate to investigate suspicious activity, support customers through prevention, detection and resolution, and document cases with accuracy and empathy.

You will monitor alerts, verify transactions, and escalate fraud cases according to procedures while working in a high-volume, regulated environment using AI-enabled tools. Hybrid schedule with in-office work four days per week in Irving and one day remote.

Qualifications

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Experience in fraud operations, banking, financial services, customer service, investigations, risk management, or related field.
• Strong analytical and problem-solving skills with the ability to assess information and make sound decisions.
• Excellent time-management and organizational abilities with multitasking capability.
• Attention to detail and commitment to accuracy, quality, and compliance.
• Strong verbal and written communication with empathetic customer interaction.
• Proficiency with multiple technology platforms and willingness to use AI tools.
• Commitment to professional growth and continuous learning.

Responsibilities

• Take inbound and initiate outbound calls to verify suspicious transactions and gather required information.
• Document customer interactions accurately and elevate cases as appropriate.
• Monitor and analyze fraud detection alerts from internal systems and third-party tools.
• Investigate flagged transactions and validate account activity, escalating as needed.
• File, manage, and resolve fraud claims in compliance with regulatory requirements.
• Maintain confidentiality, accuracy, and integrity through investigations and resolution.
• Adhere to bank policies, regulatory standards, and call monitoring requirements.

Job description

Citizens Financial in Irving, TX is seeking a Fraud Operations Senior Associate to investigate suspicious activity, support customers through prevention, detection and resolution, and document cases with accuracy and empathy.

You will monitor alerts, verify transactions, and escalate fraud cases according to procedures while working in a high-volume, regulated environment using AI-enabled tools. Hybrid schedule with in-office work four days per week in Irving and one day remote.