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Sr Fraud Analyst - Back Office-Work Schedule - Tues-Sat 1:00PM-9:30PM

Phoenix, Arizona

Job Description:

Job Description:

Handles more complex and/or escalated customer situations regarding possible fraudulent account activity. The incumbent may complete inbound and outbound calls and take appropriate action based on complex transaction characteristics or account changes. The incumbent may perform functions related to research and resolution of fraudulent activity and service support. Decisions are made based on judgment and research, extensive job experience, and following established procedures and guidelines, while leveraging multiple systems/tools. The incumbent will decision accounts under exception conditions and proactively identify and escalate concerns/issues with a sense of urgency. Delivers practical, innovative solutions to customers/clients while focusing on retention and re-establishing customers confidence. Responsible for coaching and assisting associates with moderately complex research and analysis of account activity to assess levels of risk and fraud type. Provides testing of new procedures & systems. Typically reports to Fraud Detection/Prevention Supervisor.

Role Responsibilities:

∙Completing moderate to complex research and analysis of account activity to assess levels of risk and fraud type
∙Taking appropriate action through customer inbound and outbound phone / email contact to resolve inquiries in a multi-faceted, fast paced and dynamic area while incorporating our Commitments
∙Provides review and analysis following established procedures and guidelines and research utilizing multiple systems and tools

Required Skills

  • 2+ years of contact center experience
  • Detailed understanding of Fraud and Credit Card
  • The ability to demonstrate commitment to providing quality customer service
  • Proficiency in dealing with customers issues in both a routine and complex environment.  Must be able to communicate effectively & confidently while interacting w/ clients
  • Ability to navigate multiple computer systems while interacting with the customer
  • Experience working in a team environment
  • Ability to think critically and use good, sound judgment in decision making
  • Self-motivated and goal-oriented
  • Excellent verbal and written communication skills
  • Highly adaptable during periods of change
  • Ability to learn and adapt to new information and technology platforms
  • Has strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information.
  • Is able to multi-task, including researching information through multiple systems, in order to make judgmental decisions based on the data reviewed.
  • Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.
  • Experience w/ taking inbound and making outbound calls to clients in a high production focused environment.
  • Will follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.
  • Excellent time management and prioritization skills
  • Flexible to work weekends and/or extended hours as needed.

Desired Skills

  • Experience working w/ TSYS system
  • Has prior experience in Retail Fraud Servicing, Claims or Fraud Detection.

Work Schedule:

2nd; Tues-Sat 1:00PM-9:30PM 


2nd shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: No

Travel: No


Talent Acquisition Contact:

Referral Bonus:

Street Address

Primary Location:
1825 E BUCKEYE RD, AZ, Phoenix, 85034