Fraud Operations Analyst-CEC

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 and enabling the communities we support to grow and succeed. 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 at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One. ## **Job Description** ## FMS Customer Experience Center – Now Hiring The **FMS Customer Experience Center (CEC)** has exciting career opportunities available for highly motivated individuals who thrive in a fast-paced, customer-focused environment. As an **FMS Customer Experience Analyst**, you will manage some of the most complex fraud and customer identification scenarios across both credit and deposit products. Responsibilities include supporting **Customer Identification Program (CIP)** and **Know Your Customer (KYC)** requirements, investigating **Third-Party Fraud (TPF)** and **First-Party Fraud (FPF)**, and helping protect customers and the bank from financial loss. In this role, you will spend much of your time assisting customers by phone, resolving application and account-related issues, investigating potential fraud, and delivering an exceptional customer experience. Success requires balancing outstanding service with sound fraud risk mitigation and critical thinking skills. This is a challenging and rewarding opportunity for individuals who are passionate about protecting our customers while delivering best-in-class service. **Key Responsibilities** - Handle inbound customer calls while delivering a world-class customer experience. - Review account and application activity for potential fraud concerns. - Investigate complex fraud scenarios, including identity theft and account takeover. - Conduct detailed research across multiple systems and data sources. - Secure accounts by applying appropriate restrictions and controls to prevent financial loss. - Initiate and process fraud claims in accordance with established procedures. - Review and complete escalated actions from frontline teams to ensure accurate resolution. - Identify emerging fraud trends and escalate concerns appropriately. - Maintain expertise in fraud prevention practices, operating procedures, regulatory requirements, and bank policies. **Basic Qualifications** - High school diploma or equivalent - Typically seven or more years of related work experience ### **Preferred Skills/Experience** - Strong analytical and critical thinking skills. - Excellent customer service and communication abilities. - Ability to navigate complex situations and make sound decisions. - A passion for protecting customers and combating fraud. - Proven ability to perform effectively in a fast-paced environment. - Proficient computer navigation skills using a variety of software packages including Microsoft Office applications ### **Hours of Operation** The **FMS Customer Experience Center** currently operates **Monday through Friday, 7:00 AM – 9:00 PM CST**. We have a variety of shift available. **If you enjoy solving complex problems, protecting customers from fraud, and delivering exceptional service, we encourage you to apply. We are looking for the best of the best to join our team.** **\*\*We are hiring in the following locations:** - Minnesota - North Dakota 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](https://careers.usbank.com/global/en/disability-accommodations-for-applicants). **Benefits:** Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your he…