Job Description

Fraud Operations Senior Associate

Are you a motivated problem solver who thrives in a fast-paced environment and wants to support customers through every stage of the fraud journey — from prevention and detection to resolution?

Our Fraud Operations Senior Associate is a new role in Irving, TX key in the detection, prevention and resolution of Fraud. Each day, you’ll investigate suspicious activity, connect with customers, and resolve fraud claims with accuracy, empathy, and professionalism.

This role is ideal for an experienced operations analyst who thrives in high-volume, regulated environments and is comfortable leveraging data and technology—including emerging AI and agentic tools. You’ll also have a customer-first approach to making decisions that protect customers when it matters most.

Primary Responsibilities Include

Customer Contact

• Take inbound calls and Initiate outbound calls to customers to verify suspicious transactions, discuss potential scam activity, and gather required information

• Conduct all interactions in accordance with approved regulatory guidelines

• Accurately document customer interactions and escalate cases as appropriate

Fraud Detection & Alert Review

• Monitor and analyze fraud detection alerts from internal systems and third-party tools

• Investigate flagged transactions and validate account activity

• Escalate confirmed fraud cases in accordance with established procedures

Claims Processing

• File, manage, and resolve fraud claims in compliance with regulatory and internal requirements

• Ensure accurate and complete documentation of all claim details

• Meet required regulatory timelines for claim processing and resolution

Compliance & Quality Assurance

• Adhere to bank policies, regulatory standards, and call monitoring requirements

• Maintain confidentiality, accuracy, and integrity throughout all fraud investigations and claim resolution

Qualifications, Education, Certifications and/or Other Professional Credentials

• 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.
• Demonstrated strong time-management and organizational skills with the ability to manage multiple tasks simultaneously.
• 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.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Various schedules available between 7:00am - 6:00 pm CST Monday- Friday, position requires working 4 days in office in our Irving TX location (1 day from home).

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Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.