Sr Analyst, Fraud Customer Experience

Fidelity Investments - Merrimack, NH

Full-time - Mid Level

Merrimack, NH

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

The Sr. Analyst, Fraud Customer Experience plays a crucial role within the Financial Intelligence Unit's Fraud Customer Experience Team. This position is responsible for managing the recovery, claims, and research processes related to fraud events, ensuring efficient resolutions that enhance the customer experience for various business units. The analyst will engage with external firms to support recovery efforts and prepare detailed claim research for presentation to leadership and legal teams. Strong analytical skills, attention to detail, and effective communication are essential for success in this role.

Responsibilities

• Own the recovery, claims, and deep research processes from beginning to end.
• Review claims, escalations, and fraud events to provide timely resolutions.
• Deepen relationships with external firms to aid in recovery efforts.
• Prepare claim research for presentation to leadership and legal teams.
• Communicate fraud claims in a concise and thorough manner.
• Facilitate meetings with management, business partners, and legal teams.
• Manage a large case load and bring claims to fruition.

Requirements

• Bachelor's degree in finance, analytics, or a technical field, or equivalent work experience.
• Detailed knowledge of the financial services industry, particularly in workplace savings, retail, and institutional businesses.
• Experience with trading securities, including mutual funds, equities, and options.
• Proven analytical/problem-solving skills to address unusual and complex problems.
• Strong written communication skills for conveying fraud claims effectively.
• Ability to facilitate meetings with various audiences.

Nice-to-haves

• FINRA Series 7 certification required.
• Series 63 certification preferred.

Benefits

• Salary discussed with recruiter
• Hybrid work environment