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, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. 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. Try new things, learn new skills and discover what you excel at—all from Day One.

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.

We actively uphold transparent and fair hiring practices that support individual opportunity, inclusive culture, and career mobility across all levels of our organisation.

We offer meaningful opportunities for growth, a culture of inclusion, and a strong commitment to transparency and integrity in everything we do.

Job Description

The Customer Experience Center is hiring! We’re looking for team members who are ready to take the next step in their career and join a dynamic environment focused on delivering exceptional service and fraud prevention.

In this role, you’ll handle complex situations involving both first- and third-party fraud, including CIP (Customer Identification), KYC (Know Your Customer), TPF (Third Party Fraud), and FPF (First Party Fraud) across credit and deposit products. You’ll spend much of your time resolving application and account issues over the phone with customers who have reached out for support. Providing outstanding service to all callers—customers and non-customers alike—is essential. You’ll also play a key role in protecting accounts from fraudulent activity.

This is a challenging and rewarding position that requires balancing top-tier customer experience with effective fraud mitigation. We’re looking for the best of the best!

Key Responsibilities:

• Handle inbound calls and deliver world-class customer experiences
• Review account activity for potential fraud indicators
• Investigate complex fraud cases, including account takeover and identity theft
• Conduct analysis using multiple systems and search tools
• Secure accounts by applying blocks or restrictions to prevent financial loss
• Initiate fraud claims in accordance with established procedures
• Review and resolve actions initiated by front-line employees
• Identify and escalate emerging fraud trends
• Maintain up-to-date knowledge of fraud prevention guidelines, system processes, and regulatory requirements

Requirements:

• Excellent English (written and spoken
• C1). Fluency in Spanish is a plus but not required.
• Relevant work experience (preferably in fraud prevention, risk, or a related field)
• Willingness to contact customers via phone or in writing when necessary to verify suspicious activity.
• Ability to make risk-mitigating decisions with excellent accuracy levels.
• Strong time management skills in a fast-paced, SLA-driven environment.

Accessibility

We are committed to providing an inclusive and accessible recruitment experience. If you need adjustments at any stage of the application or hiring process, please contact your recruiter for guidance and support.

Total Rewards

U.S. Bank is committed to fair, equitable, and transparent compensation practices in line with local regulatory and legal requirements. Our total rewards approach is designed to attract, retain, and support top talent while ensuring equal pay for work of equal value.

We offer a market-competitive compensation package that includes:

• Clearly defined salary ranges aligned with industry benchmarks and internal equity standards.

• Performance-based incentives for eligible employees (as defined by relevant plan rules), awarded through transparent, objective criteria that recognize both individual and company performance.

• Inclusive equitable benefits that are accessible to all employees and focused around our 3 main pillars of financial wellbeing, health & wellness).

• Continuous development opportunities including training, education support, and career progression pathways based on inclusive and transparent criteria.

• Employee recognition programs that celebrate achievements and milestones for all.

We regularly review our compensation and benefits to ensure they remain competitive, inclusive, and responsive to employee needs and market trends. Further details of the compensation package will be provided upon application.

We encourage candidates to explore the full value of our offer, including monetary and non-monetary benefits, at Employee benefits and development | U.S. Bank | Elavon.

Closing Date

Posting may be closed earlier due to high volume of applicants.

We aim to provide timely updates throughout the process and encourage early applications to ensure consideration.