Sr Specialist, Fraud Operations

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This role is essential for protecting the organization and customers from fraud and identity theft through detailed investigations and support. It involves conducting in-depth account analysis, handling customer inquiries, and coordinating with internal and external stakeholders. The role includes mentoring peers and supporting training efforts to enhance investigation capabilities. Success is measured by the accuracy of investigations, resolution of escalations, and effective collaboration with law enforcement and internal teams.

The work directly impacts organizational security and customer trust by preventing and addressing fraudulent activities.

• Review suspicious customer accounts, transactions, and eCommerce orders utilizing available tools and resources
• Investigate suspected fraud cases while adhering to department and company Service Level Agreements (SLAs)
• Maintain or exceed established productivity, quality, and accuracy standards
• Identify fraud trends, risks, and potential vulnerabilities and elevate findings to leadership as appropriate
• Monitor fraud activity and recommend improvements to fraud detection processes and controls
• Partner with leadership to evaluate, test, and enhance fraud prevention tools, workflows, and procedures
• Collaborate with internal and external business partners to improve operational efficiencies and customer experience
• Build and maintain effective working relationships across departments
• Document, track, and update fraud investigations, alerts, decisions, customer interactions, and reports accurately and timely
• Handle inbound calls, outbound calls, and voicemail follow-up as required to support fraud investigations, customer verification, and case resolution
• Participate in team meetings, coaching sessions, training activities, and process improvement initiatives
• Protect confidential customer and company information in accordance with company policies and procedures
• Follow established policies, procedures, workflows, and management direction
• Perform other duties, projects, and responsibilities as assigned to support business and operational needs

• Bachelor's Degree, or combination of education and experience deemed equivalent
• Basic understanding of fraud risks and fraud detection techniques
• Strong computer proficiency with the ability to quickly learn new systems and technologies
• Experience using Microsoft Teams, Microsoft Excel, and Microsoft Word
• Experience with Google Docs and other collaboration tools
• Strong verbal and written communication skills
• Strong analytical and decision-making skills
• Excellent organizational skills and attention to detail
• Professional demeanor with the ability to communicate effectively across all levels of the organization
• Ability to collaborate effectively with cross-functional teams

• 1-2 years of related experience
• Prior experience in the wireless industry
• Prior experience in fraud investigation or similar experience.
• Prior experience in Fraud Prevention, Risk Operations, Chargebacks, Customer Dispute or similar experience.
• Bilingual in English and Spanish or Mandarin

#LI-Corporate

• At least 18 years of age
• Legally authorized to work in the United States

Travel Required (Yes/No):
No

DOT Regulated Position (Yes/No):
No

Safety Sensitive Position…