Fraud Specialist/Fraud Operations Specialist

About the role

Reviews, identifies, and deters fraudulent activity. Takes inbound calls and referrals from victims of fraudulent activities. Assesses the available information via multiple internal and external tools to identify the situation and provide guidance to resolve issues.

Responsibilities

• Conduct in-depth analysis and/or investigations to identify and manage fraudulent activities, including customer authentication, fraud investigations, and compliance with fraud policies in all business channels.
• Analyze relevant data to confirm or clear fraud, validate customer ID authentication, and identify violations of fraud policies that could adversely impact.
• Evaluate fraud trends related to fraudulent orders and identity theft.
• Perform research and draw conclusions.
• Research and/or notify appropriate internal staff for customer verification or legal action.
• Participate in the establishment and implementation of policies and procedures designed to identify and deter fraudulent usage.
• Investigate and respond to fraud escalations.
• Establish and improve fraud-related processes.

Requirements

• At least 1 year of relevant experience.
• Excellent conversational skills in English.
• Experience navigating multiple computer screens and programs while interacting with customers on the phone.
• High school diploma or equivalent.
• One year of experience operating a computer in a Windows-based environment.
• One year of experience in fraud, customer service, or a call center environment.

Technology Requirements

Proficiency with various programs and systems used for fraud detection and customer interaction.

Pay

The typical base pay for this role across the U.S. is $20.00 - $22.00 per hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law.

Benefits

• Full-time employees are eligible to select from different benefits packages, which may include:
  • Medical, dental, and vision benefits.
  • Health savings accounts with qualified medical plan enrollment.
  • 10 paid days off and 3 days paid bereavement leave.
  • 401(k) plan participation with employer match.
  • Life and disability insurance.
  • Commuter benefits.
  • Dependent care flexible spending account.
  • Accident insurance, critical illness insurance, hospital indemnity insurance.
  • Accommodations and reimbursement for work travel.
  • Discretionary performance or recognition bonus.
• Sick leave and mobile phone reimbursement provided based on state or local law.