Recovery Analyst - Global Banking Fraud Recovery

Build your fraud recovery expertise in a role that combines investigation, client communication, sound judgement, and cross-functional partnership. You will take ownership of complex cases, help minimize client losses, and contribute to a stronger, more effective recovery experience. 

As a Recovery Analyst within Global Banking Fraud Recovery, you will manage complex fraud recovery cases and support commercial clients throughout the resolution process. Acting as the primary point of contact for assigned cases, you will investigate fraudulent transactions, coordinate with internal business partners, and drive recovery opportunities while balancing client experience, operational risk, and applicable requirements. 

This role requires strong analytical skills, sound decision-making, effective communication, and the ability to navigate case lifecycles that may involve multiple stakeholders, evolving circumstances, and extended recovery efforts. You will play a critical role in protecting clients, minimizing losses, and delivering a high-quality fraud recovery experience.  

Job responsibilities

• Own assigned fraud recovery cases from initial intake through final resolution, maintaining clear documentation and timely follow-up.

• Investigate fraudulent Check, ACH, Wire, and Electronic transactions to identify and pursue appropriate recovery opportunities.

• Analyze payment activity, case details, client-provided information, and supporting documentation to determine the appropriate recovery strategy.

• Serve as a primary client contact for assigned cases by providing clear updates, managing expectations, requesting required information, and explaining recovery outcomes.

• Coordinate with Client Service, Legal, Operations, Product, Risk, Fraud, and other internal partners to resolve complex cases and escalations.

• Manage multiple active cases with different levels of complexity, urgency, dependencies, and resolution timelines.

• Support hold harmless reviews, legal requests, escalations, exceptions, and other judgment-based case activities.

• Exercise sound judgment when handling sensitive client situations, potential financial loss, and incomplete or evolving information.

• Identify recurring themes, emerging risks, control gaps, and process improvement opportunities that may strengthen recovery performance and the client experience.

• Contribute to team knowledge sharing, procedure updates, cross-training, and business initiatives focused on modernization and operational effectiveness.

Required qualifications, capabilities, and skills

• Minimum of three years of operations experience in fraud, payments, financial services, investigations, claims, or client service.

• Strong critical-thinking, investigative, and problem-solving skills with the ability to evaluate complex scenarios and make risk-based decisions.

• Excellent written and verbal communication skills, including the ability to communicate clearly with clients, peers, business partners, and senior stakeholders.

• Demonstrated ability to manage multiple priorities in a fast-paced environment with changing needs, dependencies, and deadlines.

• Ability to navigate ambiguity, maintain ownership, and move cases forward when resolution is dependent on external parties or extended processing timelines.

• Working knowledge of fraud recovery strategies, payment systems, payment conventions, and related operational controls.

• Ability to build effective partnerships across multiple business functions and use internal resources appropriately.

• Strong client focus, professional presence, discretion, and adaptability when managing high-impact or sensitive situations.

• Must be "On Track" on all performance dimensions from the most recent review.

Preferred qualifications, capabilities, and skills

• Experience supporting commercial or institutional banking clients.

• Experience with Check, ACH, Wire, Electronic payment fraud, hold harmless activity, or recovery-related legal processes.

• Experience with case management, escalations, loss mitigation, root-cause identification, or continuous improvement.