Contact Center Fraud Operations Analyst

At U.S. Bank, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that's what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we're building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.

The Customer Experience Center is hiring

We're looking for team members who are ready to take the next step in their career and join a dynamic environment focused on delivering exceptional service and fraud prevention.

In this role, you'll handle complex situations involving both first- and third-party fraud, including CIP (Customer Identification), KYC (Know Your Customer), TPF (Third Party Fraud), and FPF (First Party Fraud) across credit and deposit products. You'll spend much of your time resolving application and account issues over the phone with customers who have reached out for support. Providing outstanding service to all callers—customers and non-customers alike—is essential. You'll also play a key role in protecting accounts from fraudulent activity.

This is a challenging and rewarding position that requires balancing top-tier customer experience with effective fraud mitigation. We're looking for the best of the best

Key Responsibilities:

• Handle inbound calls and deliver world-class customer experiences
• Review account activity for potential fraud indicators
• Investigate complex fraud cases, including account takeover and identity theft
• Conduct analysis using multiple systems and search tools
• Secure accounts by applying blocks or restrictions to prevent financial loss
• Initiate fraud claims in accordance with established procedures
• Review and resolve actions initiated by front-line employees
• Identify and escalate emerging fraud trends
• Maintain up-to-date knowledge of fraud prevention guidelines, system processes, and regulatory requirements

Requirements:

• Excellent English (C1)
• Relevant work experience (preferably in fraud prevention, risk, or a related field)
• Effective verbal and written communication skills
• Ability to interpret technical and administrative instructions to answer recurring questions and use as a guide in solving similar problems or situation
• Strong analytical skills with the ability to identify and resolve exceptions
• Ability to solve complex problems independently
• Proficiency in navigating multiple software systems, including Microsoft Office

Additional Information:

• These are fully remote roles
• The Customer Experience Center operates Monday–Friday, 17:00 - 01:00. A variety of shifts are available to accommodate different schedules.
• If you meet the requirements and are interested in this role, please apply with your CV in English

If there's anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.

Posting may be closed earlier due to high volume of applicants.