[Hiring] Fraud Mitigation Solutions - Level 3 Fraud Analyst @U.S. Bank

Role Description

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)
• FPF (First Party Fraud)

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

Qualifications

• Excellent English (written and spoken - C1)
• Fluency in Spanish is a plus but not required
• Relevant work experience (preferably in fraud prevention, risk, or a related field)
• Willingness to contact customers via phone or in writing when necessary to verify suspicious activity
• Ability to make risk-mitigating decisions with excellent accuracy levels
• Strong time management skills in a fast-paced, SLA-driven environment

Requirements

• Location expectations: This role is designated as home-based remote
• Working hours: 17:00 - 01:00 or 20:00 - 04:00

Benefits

• Market-competitive compensation package
• Clearly defined salary ranges aligned with industry benchmarks and internal equity standards
• Performance-based incentives for eligible employees
• Inclusive equitable benefits focused around financial wellbeing, health & wellness
• Continuous development opportunities including training, education support, and career progression pathways
• Employee recognition programs that celebrate achievements and milestones

Closing Date

Posting may be closed earlier due to high volume of applicants. We aim to provide timely updates throughout the process and encourage early applications to ensure consideration.