[Hiring] Analyst - Fraud Operations @United Airlines

Role Description

Connecting People. Uniting the World. There’s never been a more exciting time to join United Airlines! As a global company that operates in hundreds of locations around the world — with millions of customers and tens of thousands of employees — we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly.

We’re on a path to becoming the best airline in aviation history. Join our Cybersecurity and Digital Risk (CDR) team to help lead the industry in cyber safety, security and resilience. United's CDR team plays a critical role in protecting our operations by enabling secure and resilient systems, managing threats and vulnerabilities, and ensuring swift response and recovery. Our mission is to seamlessly embed cybersecurity and digital risk management into every aspect of our business. We help drive progress and growth through trusted digital solutions, safeguarding assets and empowering our team, all while promoting a cyber-safe and secure environment that supports resilient airline operations.

The Analyst – Fraud Operations supports day-to-day digital fraud operations by:

• Reviewing alerts of possible fraud activity
• Researching suspicious customer and account activity
• Documenting findings and completing established response and recovery procedures

This role applies defined policies, tools and escalation paths to help protect customers, digital assets and the airline from various types of fraud.

• Alert & Case Review: Review assigned fraud alerts, cases and operational queues; research customer, account, identity, transaction and device information using approved tools and established procedures.
• Alert Triage Documentation & Decisions: Document evidence, actions and outcomes accurately; apply defined decision criteria and route cases for approval or escalation when activity falls outside established guidance.
• Customer Protection & Recovery Support: Complete approved account-protection, containment and recovery actions and support customer-impact resolution in accordance with security, privacy and service requirements.
• Escalation & Incident Support: Promptly escalate high-risk, complex or coordinated activity and assist senior analysts and leaders with information gathering, case coordination and response activities.
• Quality, Accuracy & Service Levels: Meet established quality, productivity and service-level expectations; identify processing errors, control gaps and recurring operational issues for review.
• Operational Reporting & Continuous Improvement: Maintain accurate case data, contribute to operational metrics and share observations on fraud patterns, false positives and workflow opportunities that can improve controls and processes.
• Tools, AI & Team Partnership: Use approved case-management, fraud and artificial intelligence tools to summarize information, support documentation and improve productivity with human validation; collaborate with Fraud Strategy, Customer Care, Loyalty, Digital Technology and other partners as directed.

Qualifications

• Bachelor’s degree, with preference for Business, Criminal Justice, Cybersecurity, Information Systems, Finance, Data Analytics or related field; equivalent experience accepted
• 2+ years of relevant experience reviewing alerts, transactions or customer-account activity in a high-volume environment in fraud, customer service, operations, investigations, e-commerce, retail, travel, financial services, ECDLP, or a related environment
• Basic data and spreadsheet skills
• Ability to identify patterns, research information and communicate findings clearly
• Ability to use approved artificial intelligence and automation tools responsibly to support research, summarization and documentation while validating outputs
• Strong attention to detail, sound judgment and written communication skills
• Ability to follow procedures, manage confidential information, document decisions and work within service-level expectations
• Knowledge of account takeover, identity theft, loyalty or payment fraud; relevant fraud, security or investigation coursework or certification
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

Requirements

• Experience with case-management, fraud, identity, payment, contact-center or data-visualization tools

Benefits

• Competitive benefits package aimed at keeping you happy, healthy, and well-traveled
• Employee-run "Business Resource Group" communities
• World-class benefits like parental leave, 401(k), and privileges like space-available travel

Company Description

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact [email protected].