Fraud Specialist​/Fraud Investigation Specialist

Job Title

Fraud Investigation & Management Specialist

Overland Park, KS 66251, USA

This role is hybrid, requiring 3 days in the office and 2 days remote after training is complete.

• Monday-Friday: 9:30 AM - 6:30 PM CST
• Saturday: 8:00 AM - 5:00 PM CST
• Training
  
  Hours:
  
  8:00 AM - 5:00 PM CST

As a Fraud Management Specialist, you will review, identify, and deter fraudulent activity across client business channels. You will take inbound calls, handle referrals from victims of fraudulent activities, and assess information using multiple internal and external tools to guide resolutions. This role involves analyzing data, validating customer identities, investigating fraud escalations, and contributing to process improvements to minimize risk.

• Conduct in-depth investigations to identify and manage fraudulent activities, including customer authentication and policy compliance.
• Analyze relevant data to confirm or clear fraud and assess violations of fraud policies that could impact client.
• Evaluate fraud trends related to orders and identity theft and draw actionable conclusions.
• Notify internal staff or elevate cases for customer verification or legal action when necessary.
• Participate in the development and implementation of policies and procedures to prevent fraud.
• Respond to fraud escalations and establish improvements in fraud-related processes.
• Collaborate with team members via Slack and other communication tools.
• Maintain documentation and records for all investigations.

• Answer phone calls and respond to fraud-related inquiries.
• Review documents to validate customer identities.
• Communicate with team members and management regarding ongoing cases.
• Navigate multiple computer screens and software applications while assisting customers.

• Experience:
  
  At least 1 year in fraud, customer service, or call center environments.
• Education:
  
  High school diploma or equivalent.
• Must have experience operating computers in a Windows-based environment.
• Excellent conversational and listening skills in English.
• Ability to multitask across multiple systems while interacting with customers.
• Flexible schedule availability, including nights, weekends, and holidays.

• Previous experience in customer service or call center roles.
• Strong communication, tone, and problem-solving skills.
• Familiarity with fraud management or compliance processes.

• Proficiency with phone systems, typing, and multiple software programs.
• Ability to learn and use fraud investigation tools and internal systems effectively.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.