Fraud Support Analyst (Customer Care/Call Center) Background

Description

Job Title: Fraud Support Analyst

Duration: 6 Months Contract - Potential Extension / Possible Conversion

Location: Lewisville, TX or Charlotte, NC - Hybrid, 3 Days Onsite / 2 Days Remote

Required Pay Scale: $20-24 on W2

• Due to client requirements this role is open to visa candidates*

Job Summary: We are seeking a Customer Service Representative IV - Fraud Support to support banking customers with account and transaction-related concerns.

This is a high-volume, customer-facing role primarily handling inbound calls from customers whose accounts have been restricted or flagged for potential fraudulent activity.

The ideal candidate will have strong banking/customer service experience, excellent communication skills, attention to detail, and the ability to remain calm and professional while handling difficult customer interactions.

Direct fraud experience is preferred but NOT required. Candidates with branch banking, retail banking, banking customer service, deposit operations, or financial-services call center experience are highly encouraged to apply.

Project Details:

• Support customers regarding potentially restricted or suspicious accounts and transactions.

• Handle primarily inbound calls, with a minimum expectation of approximately 25 inbound/outbound calls per day.

• Review and research customer cases involving:

• Deposit accounts

• Debit cards

• ACH transactions

• Wires

• Other money movement

• Suspicious activity and potential fraud/scams

• Ask appropriate questions, research issues, document findings, and follow established fraud/banking procedures.

• Work with internal departments such as Risk, Compliance, and other banking operations teams when necessary.

• Provide excellent customer service while maintaining appropriate fraud-prevention procedures.

• Candidates must be comfortable dealing with frustrated or upset customers and be able to de-escalate challenging conversations professionally.

• Approximately 2 weeks of classroom training, followed by side-by-side training with experienced team members.

• Candidates can expect approximately 30 days of ramp-up time on the phones before becoming fully proficient.

• Hybrid schedule: 3 days onsite and 2 days remote.

• Multiple 8-hour shifts are available, all in EST:

• 9:00 AM - 6:00 PM: Monday, Tuesday, Friday, Saturday, Sunday

• 10:00 AM - 7:00 PM: Monday, Tuesday, Friday, Saturday, Sunday

• 11:00 AM - 8:00 PM: Tuesday, Wednesday, Thursday, Friday, Saturday

• Weekend availability is required based on assigned shift.

• Interview process is fully virtual, camera ON, one-and-done interview.

Must Haves

• 1+ year of customer service / call center experience preferred.
• Experience in banking, financial services, branch banking, retail banking, or banking operations strongly preferred.
• Strong understanding of banking transactions and customer account activity.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Ability to handle high-volume inbound calls.
• Strong attention to detail and documentation skills.
• Ability to research issues, ask probing questions, and follow established processes.
• Thick skin and ability to handle difficult/angry customers professionally.
• Must be coachable and able to learn new processes quickly.
• Must be comfortable working 3 days onsite / 2 days remote.
• Must be willing to work a schedule that includes weekend coverage.
• Bachelor's degree is NOT required.

Desired Skills

• Direct Fraud Support / Fraud Operations / Bank Fraud experience.
• First-party fraud experience.
• Scam prevention or suspicious activity experience.
• Deposit account fraud.
• Account restriction or transaction review experience.
• ACH / Wire / Payment Operations experience.
• Experience working in a financial institution call center.
• Experience with:
• Salesforce
• WebCSR
• FraudNet
• Compass
• LexisNexis

Ideal Candidate: Someone coming from branch banking or banking customer service with strong communication skills, solid knowledge of banking transactions, the ability to handle a high-volume call environment, and the professionalism/thick skin to deal with difficult customer conversations. Direct fraud experience is a strong plus, but not mandatory.

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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: [email protected] // 908-393-8600

At The Matlen Silver Group, Inc., W2 employees are eligible for the following benefits:

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