Fraud Analyst- Call Support Team
Texas Capital Bank

Job Info

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Texas Capital Bank is built to help businesses and their leaders. Our depth of knowledge and expertise allows us to bring the best of the big banks at a scale that makes sense for our clients, with highly experienced bankers who truly invest in people's success - today and tomorrow.

While we are rooted in core financial products, we are differentiated by our approach. Our bankers are seasoned financial experts who possess deep experience across a multitude of industries. Equally important, they bring commitment - investing the time and resources to understand our clients' immediate needs, identify market opportunities and meet long-term objectives. At Texas Capital Bank, we do more than build business success. We build long lasting relationships.

Headquartered in Dallas, Texas Capital Bank has offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio. We serve clients across the nation in a variety of industries. For more information about joining our team, please visit us at www.texascapitalbank.com.

Brief Overview of Position

As a Fraud Analyst you will be part of our Fraud Operations/Call Center Support team. The role is the point of contact with our customers where we believe there is suspicious activity occurring. You will perform outbound calls to the customer to review activity and confirm if it is authentic and fraudulent. You will also receive inbound calls from customers that are following up with prior inquiries from our fraud operations team. Suspicious activity can range from financial transactions (such as ACH, check, wire, Realtime payments, etc) as well as non-financial activity (such as account profile changes, suspicious login activity, ownership changes, etc). The role may interact with other areas such as Deposit Ops, Investigations, Account Management, Client Ops, Law Enforcement, and others as needed.

• Inbound and outbound calls to customer and other areas to determine fraudulent activity
• Complete necessary fraud verification, includes caller authentication, transaction verification, etc., utilizing excellent customer service skills
• Active listening and discernment to determine if the person on the phone is the bad actor
• Identifies risk factors and trends of potentially fraudulent activity utilizing technical data analysis and statistical interpretation
• Analyzes and reviews data tools, business processes and operational standards to execute service delivery
• Collect necessary information and complete a fraud report when a customer confirms unauthorized account activity
• Ensure proper follow-up or escalation of account based on call outcome
• Able to work flexible work schedule, required weekends and holidays as needed

The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.

• Work Experience: 2-4 years in the financial service industry or similar environment, such as Customer Service, Operations, or Fraud Prevention
• Strong understanding of payments (ACH, wire, check, Real-time) as well as related fraud typologies
• Analyze available information via multiple internal and external tools to achieve the proper Fraud/Not Fraud decision
• Familiar with common and current scam typologies
• Strong verbal communication and problem-solving skills
• Ability to multi-task, as needed, to get the job done
• Working knowledge of loss and fraud detection/prevention principals, multiple fraud areas, compliance and regulatory issues related to the department and/or company
• Solid analytical, interpretive and problem solving skills

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