CX Analyst
Summary
Analyze customer accounts and transactions to detect fraud, assess risks, and document findings in a CRM system while ensuring compliance with security policies.
Provalus is actively hiring both experienced and entry-level Account Takeover (ATO) Fraud/Risk Analysts to join our team onsite at our Brewton location. This role focuses on identifying potential fraud, analyzing account activity, and supporting investigative processes while delivering a high level of service to customers.
All positions are full-time with set schedules, professional training and development, and opportunities for career advancement.
Key Responsibilities
- Identify potential fraud or risk exposure by reviewing account activity, customer interactions, and system alerts
- Recommend appropriate actions to mitigate risk (account restrictions, escalations, alerts, etc.)
- Research and analyze information using internal systems and external/public databases
- Investigate discrepancies and validate information related to customer accounts and transactions
- Handle customer inquiries related to account concerns, security alerts, or suspicious activity
- Escalate high-risk or priority cases to appropriate internal teams (fraud, security, or leadership)
- Collect and document evidence in accordance with company policies and regulatory requirements
- Maintain accurate and detailed case notes, reports, and documentation within CRM systems
- Ensure proper handling of sensitive information and adherence to compliance standards
- Collaborate with internal teams to resolve issues and support ongoing investigations
- Perform additional duties as assigned
Role Requirements
- Must be able to work onsite at the Brewton, AL office (remote work is not available)
- Strong communication skills (verbal and written), especially when handling sensitive or high-risk situations
- Ability to think critically and analyze information to identify patterns or discrepancies
- Strong attention to detail and organizational skills
- Ability to work in a fast-paced, team-oriented environment
- Proficiency with computers, CRM systems, and multiple applications
- Ability to remain calm and effective in high-pressure or escalated situations
Important Note
- This is a non-phone role
- Phone calls are not required unless handling rare escalations (e.g., VIP or high-priority cases)
Job Type
- Full-time
Work Location
- In person