Credit Fraud Advanced Specialist

We are seeking analytical, detail-oriented, and customer-focused professionals to join our Credit Card Fraud Operations team as a Fraud Case Processor. In this role, you will investigate fraud claims, review customer accounts and transactions, make informed decisions, and help protect both our customers and the bank from financial loss.

This position is ideal for individuals who enjoy problem-solving, conducting research, working with multiple systems, and making independent decisions in a fast-paced environment. Successful candidates will thrive in a role that requires strong attention to detail, sound judgment, and the ability to balance quality, accuracy, and productivity.

This role requires working from one of the posted U.S. Bank locations three (3) or more days per week.

Key Responsibilities

• Investigate credit card fraud claims and suspicious account activity.

• Review customer accounts, transaction histories, statements, and claim documentation.

• Analyze information from multiple sources to determine appropriate claim outcomes.

• Make timely and accurate decisions while minimizing customer and bank risk.

• Utilize multiple systems and applications to research, process, and document case activity.

• Process account adjustments and case-related transactions with a high degree of accuracy.

• Communicate professionally with customers regarding account activity, claim status, and claim decisions.

• Generate and review customer correspondence and case-related documentation.

• Maintain productivity, quality, and compliance standards while working through a high-volume workload.

• Collaborate with subject matter experts, peers, and leadership to resolve complex issues.

• Participate in process improvement initiatives and provide feedback to enhance customer and employee experiences.

• Adapt to changing business priorities and support specialized operational teams as needed.

Basic Qualifications

• High school diploma or equivalent

• Four years or more of operations services related work experience

Preferred Skills/Experience

• Previous banking, financial services, fraud investigation, teller, customer service, contact center, or other highly regulated industry experience preferred.

• Experience performing case-based, research-driven, or investigative work that requires gathering information, analyzing evidence, and making informed decisions.

• Strong analytical and critical thinking skills with the ability to identify patterns, resolve issues, and exercise sound judgment.

• Ability to work independently, make decisions confidently, and effectively communicate findings, recommendations, and outcomes.

• Strong attention to detail with a focus on accuracy, quality, and minimizing processing errors.

• Proven ability to identify discrepancies, investigate exceptions, and follow established procedures in a regulated environment.

• Comfortable learning and navigating multiple systems simultaneously, with the ability to quickly adapt to new technology and processes.

• Proficiency using various computer applications, including but not limited to ICS, Casper, Recovery Tracker, LexisNexis, PSAT, Outlook, letter generation and basic Excel skills for organizing, tracking, and managing data.

• Strong organizational and time-management skills with the ability to balance competing priorities and meet deadlines in a fast-paced environment. Excellent verbal and written communication skills, including the ability to explain complex information clearly and professionally.

• Demonstrated flexibility and adaptability when handling changing priorities, new situations, and evolving business needs.

• Receptive to coaching, feedback, and continuous improvement, with a commitment to ongoing learning and development.

• Ability to collaborate effectively with team members while also working independently to achieve business objectives.