CX Analyst

Provalus is seeking an Account Takeover (ATO) Operations Analyst I (Entry-Level, 0–1 year of experience) to review and investigate alerts of suspicious account access and activity reported or flagged on member accounts, supporting a financial services client's fraud prevention program. You will help determine whether flagged account activity reflects an unauthorized takeover or legitimate member access and take initial steps to contain and resolve confirmed cases.

This is a hands-on entry point into fraud operations: you will work under regular guidance from a Team Lead and senior teammates as you learn to recognize takeover indicators, navigate authentication and case management systems, and apply the SOPs that guide member account protection.

All positions are full-time with set schedules, professional training and development, and opportunities for career advancement. Take the next step in your career today!

WHY WORK FOR PROVALUS

Provalus is a 100% U.S.-based company on a mission to create meaningful technology and customer experience careers in rural American communities where opportunities have traditionally been limited. Instead of sending work overseas, Provalus invests in small towns—building local Centers of Excellence (including locations such as North Wilkesboro, NC and Tahlequah, OK) and developing talent from within those communities.

Key Reasons to Join Provalus

1. Real Career Path, Not Just a Job Provalus hires people and actively develops them. Many team members start with customer support and advance into higher-level technical, quality, or leadership positions. On-the-job training is provided, and the company emphasizes skills growth and internal promotion.

2. Paid Training with No Experience Barrier Formal tech experience is not required for many entry-level roles. Provalus invests in training so you can learn systems, processes, and customer support skills while getting paid. This makes it an accessible starting point for people looking to build a long-term career in technology services.

3. Full-Time Stability and Benefits Positions are full-time with set schedules. Employees receive professional development support, opportunities for advancement, and a benefits package that includes COMPANY PAID HEALTHCARE.

4. Purpose-Driven Work in Your Community Provalus is built around revitalizing rural economies. Team members work for a company that deliberately chooses small-town locations and hires locally. For many employees, this means building a career close to home while contributing to the economic growth of their own community.

5. Supportive, Team-Oriented Environment. The culture emphasizes collaboration, mentoring newer team members, and continuous improvement. Employees are encouraged to share frontline insights that improve processes and customer experience.

6. Growing Company with Expanding Opportunities Provalus continues to open and expand sites across the U.S., creating more roles and advancement paths. As the company grows, high performers have increased opportunities to take on greater responsibility, move into specialized technical work, or step into leadership.

Who Thrives at Provalus

People who succeed here typically value clear structure, customer interaction, steady full-time work, and the chance to grow skills over time. Strong communication, reliability, a calm approach under pressure, and a willingness to learn are more important than prior technical

THE JOB

Responsibilities include:

1. Alert & Case Review: Review account takeover (ATO) alerts flagged by authentication and fraud detection systems, including new-device logins, geolocation/IP mismatches, and unusual account behavior, following documented procedures and decision trees to guide each review.

1. Investigation Support: Gather and verify supporting information from members and internal systems, including login history, device data, and recent account changes (e.g., password resets, contact information updates, new payees).

1. Case Determination: Apply standard operating procedures (SOPs) to make initial determinations on straightforward alerts — distinguishing likely unauthorized account access from legitimate member activity.

1. Member Communication: Communicate professionally and empathetically with members by phone and/or written correspondence to verify identity, confirm activity, and walk members through account recovery and security steps.

1. Case Action: Take initial containment actions within your authority per SOPs, such as locking an account, forcing a password/credential reset, or restricting online and mobile access pending further review.

1. Documentation: Accurately document findings, actions taken, and case outcomes in the case management system in accordance with SOPs and client requirements.

1. Escalation: Recognize when a case is complex, involves multiple accounts, or shows signs of an organized takeover scheme, and escalate promptly to an Analyst II or Team Lead.

1. Productivity & Quality: Meet daily case-handling, turnaround-time, and quality/accuracy targets set by the program.

1. Compliance: Follow all applicable regulatory guidelines (e.g., Regulation E) and internal policies as outlined in training and SOPs.

Role Requirements include:

1. Must have HS Diploma or GED

1. Ability to work onsite at the Provalus office. No remote positions are available currently.

1. Excellent communication skills, including verbal and written communication.

1. 0–1 year of professional experience; customer service, call center, retail, or banking experience is a plus but not required.

1. Comfortable navigating multiple computer systems and applications simultaneously (authentication tools, case management systems, knowledge base, email).

1. Strong attention to detail and ability to follow structured procedures accurately.

1. Ability to handle sensitive member and account information with discretion.

1. Reliable, coachable, and eager to learn in a structured, metrics-driven environment.

Preferred Qualifications

1. Prior experience in banking, credit union, or financial services customer support.

1. Basic familiarity with account security, authentication, or fraud concepts.

1. Experience using a CRM or case management system.

1. Bilingual candidates are encouraged to apply.

What Provalus Offers

1. A structured entry points into a financial services career path, with a clear track to ATO Operations Analyst II and team leadership roles.

1. Hands-on training in account security, fraud investigation, and financial services compliance fundamentals.

1. A mission-driven employer investing in the long-term growth of its people and community.

1. Competitive hourly pay, performance incentives, and a comprehensive benefits package.

Job Type: Full-time Work Location: In person