Fraud & Claims Operations Representative

Position Overview

We are seeking experienced Fraud & Claims Operations Representatives to join a financial services operations team in Des Moines, IA. This is a phone-based, onsite position focused on handling incoming customer calls, researching potentially fraudulent activity, and assisting customers with fraud and claims-related concerns.

Key Responsibilities

• Handle incoming customer calls related to potential fraud and claims.
• Research and investigate potentially fraudulent account activity.
• Review account information and supporting details to determine appropriate next steps.
• Aid customers with questions and provide clear explanations regarding fraud and claims processes.
• Navigate multiple systems, applications, and search tools to locate information.
• Follow established procedures, regulatory requirements, and operational guidelines.
• Escalate complex issues when appropriate.
• Provide guidance and support to less experienced team members as needed.
• Identify opportunities to improve processes, tools, and overall operational efficiency.
• Maintain accurate and detailed documentation of customer interactions and case activity.

Required Qualifications

• 2+ years of experience in customer service, financial services, fraud, investigations, claims, or a related field.
• At least 1 year of call center or phone-based customer service experience.
• Strong verbal communication and customer service skills.
• Ability to work independently and make sound decisions with limited supervision.
• Strong problem-solving, research, and investigative skills.
• Comfortable navigating multiple computer systems and applications simultaneously.
• Ability to work 100% onsite in Des Moines, IA.
• Must be available to work either the 8:00 AM-5:00 PM or 9:00 AM-6:00 PM CT schedule after the initial training period.
• Equivalent experience may include a combination of relevant work experience, education, training, or military service.

Preferred Qualifications

• Previous fraud, claims, dispute, or investigation experience.
• Banking, credit card, lending, or other financial services experience.
• Previous experience supporting customers in a high-volume contact center.
• Proficiency with Microsoft Office, including Excel and Outlook.
• Strong initiative and ability to prioritize workload effectively.
• Previous experience within a large financial institution is a plus.
• Bilingual English/Spanish skills are highly desired for select openings.

Work Schedule & Location

This position requires full-time onsite attendance in Des Moines, Iowa. During the first month, all employees will work Monday-Friday from 8:00 AM-5:00 PM CT. Following the initial training/ramp-up period, schedules will be either:

• 8:00 AM-5:00 PM CT
• 9:00 AM-6:00 PM CT

Candidates should be comfortable working in a structured, high-volume environment where accuracy, customer service, sound judgment, and confidentiality are essential.