Fraud Specialist

• Hybrid: 3 days in office / 2 days remote (after training)
• Shift: 9:00 AM – 6:00 PM CST
• Hours of Operation:
• Monday–Friday: 9:30 AM – 6:30 PM CST
• Saturday: 8:00 AM – 5:00 PM CST

Responsible for reviewing, identifying, and deterring fraudulent activity across multiple business channels. Conducts in-depth analysis and investigations to validate customer identity, resolve fraud escalations, and ensure compliance with fraud policies. Supports fraud management operations through research, documentation review, and direct customer interaction.

• Conduct detailed fraud investigations and customer authentication reviews
• Analyze data to confirm or clear suspected fraud and policy violations
• Evaluate fraud trends, including identity theft and fraudulent orders
• Take inbound calls and referrals from victims of fraud
• Use internal and external systems to assess cases and determine resolution
• Research and escalate cases to appropriate internal teams or legal contacts when necessary
• Participate in developing and improving fraud detection policies and processes
• Respond to fraud escalations and recommend solutions to identified issues
• Collaborate with team members via communication platforms
• Review documentation to validate customer identity

• Handling inbound phone calls related to fraud cases
• Reviewing and validating identity documentation
• Navigating multiple systems simultaneously
• Communicating with team members via chat tools
• Researching and documenting case findings

• High School diploma or equivalent
• Minimum 1 year of relevant experience (fraud, customer service, or call center environment)
• At least 1 year of experience operating in a Windows-based environment
• Strong English conversational and listening skills
• Ability to navigate multiple computer screens and programs while on customer calls
• Strong phone, typing, and communication skills

• Customer service or call center experience
• Prior exposure to fraud management or investigations

• Professional tone and strong verbal communication
• Critical thinking and problem-solving ability
• Ability to work in a fast-paced environment