Fraud Specialist/Fraud Operations Specialist

About the role

Conduct in-depth analysis and/or investigations to identify and manage fraudulent activities. This includes customer authentication, fraud investigations, and compliance with fraud policies across 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 the business. Evaluate fraud trends related to fraudulent orders and identity theft. Perform research, draw conclusions, and notify appropriate internal staff for customer verification or legal action.

Participate in establishing and implementing policies and procedures designed to identify and deter fraudulent usage. Investigate and respond to fraud escalations, establish and improve fraud-related processes, and review, identify, and deter fraudulent activity. Handle inbound calls and referrals from victims of fraudulent activities, assess available information via multiple internal and external tools to identify situations, and provide guidance to resolve issues. This role supports Fraud Management.

Responsibilities

• Analyze data to confirm or clear fraud and validate customer identity authentication.
• Evaluate fraud trends related to fraudulent orders and identity theft.
• Perform research, draw conclusions, and notify internal staff for customer verification or legal action.
• Participate in establishing and implementing fraud policies and procedures.
• Investigate and respond to fraud escalations.
• Establish and improve fraud-related processes.
• Review, identify, and deter fraudulent activity.
• Take inbound calls and referrals from victims of fraudulent activities.
• Assess information using multiple internal and external tools to provide resolution guidance.
• Use phone, Slack, and documents to validate customer identity.

Requirements

• High School diploma or equivalent.
• Excellent conversational skills in English.
• At least 1 year of relevant experience.
• Experience navigating multiple computer screens and programs while interacting with customers on the phone.
• 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.

Skills

• Strong customer service and call center skills.
• Good tone, communication, and listening skills.

Schedule

Shift is 9:00 AM–8:00 PM CST, with one of the following schedules:

• Thursday, Friday, Saturday, and Sunday
• Saturday, Sunday, Monday, and Tuesday

Benefits

• Healthcare Insurance: Eligible employees and their dependents receive healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full-time employment. Premiums are subsidized by Synectics.
• Dental Insurance: Eligible employees and their dependents receive a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full-time employment.
• Vision Insurance: Eligible employees receive vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full-time employment.
• 401(k) Plan: Synectics offers all employees aged 21 or older the opportunity to invest in the 401(k) Plan on the first of the month following at least one calendar year of employment.