Fraud Operations Specialist I

Job title: Fraud Operations Specialist
Location: Allentown, PA (OR) Overland Park, KS
Duration: 06 months
Pay range: $(21.00 22.00)/hr on W2 all-inclusive without benefits
Hybrid Schedule: Employees must work in the office during the first 30 days. After the first 30 days,
employees may work remotely up to two days per week.

Job Purpose:

• Locations: Allentown, Pennsylvania, or Overland Park, Kansas
• Work Hours: 8:00 a.m. to 5:00 p.m. Pacific Time
• Weekend Availability: Weekend work may be required based on business needs.

Position Summary/Essential Duties & Responsibilities:

• The Sr Specialist, Fraud will review suspicious customer accounts and eCommerce orders utilizing available tools daily while identifying fraud trends or product vulnerabilities and escalating them to the team manager.
• 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 escalate 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.
• KEY PERFORMANCE INDICATORS (KPIs)
• Average Cases Worked Per Day: 20
• Average Calls Handled Per Day: 20
• Average Fraud Hit Rate: 14%
• Workflow Quality Score: 70%
• Meet or exceed established SLA requirements.
• Maintain accurate and complete case documentation.
• Demonstrate consistent productivity and work quality while minimizing errors, customer complaints, and chargebacks.

Professional Expectations:

Employees are expected to:

• Demonstrate ownership, accountability, and professionalism in daily work.
• Accept coaching and feedback professionally and apply it to improve performance.
• Communicate effectively and respectfully with customers, peers, leadership, and business partners.
• Exercise sound judgment when making fraud review decisions.
• Work collaboratively with cross-functional teams.
• Maintain a positive and professional work environment.
• Complete assigned work accurately, thoroughly, and within established timelines.
• Follow all company policies, procedures, and compliance requirements.

Communication Expectations:

• Maintain professional verbal and written communication at all times.
• Respond to emails, Teams messages, and other business communications within reasonable business expectations.
• Communicate case updates, risks, and operational concerns promptly.
• Notify leadership promptly regarding attendance issues, schedule changes, or work-impacting concerns.
• Participate actively in team meetings, training sessions, and departmental communications.

Documentation Expectations:

• Maintain complete, accurate, and timely case notes.
• Properly document all customer interactions, investigations, findings, and decisions.
• Update required tracking tools, reports, systems, and dashboards accurately and timely.
• Ensure all actions taken on customer accounts are documented in accordance with department standards.

Qualifications:

• 1-2 years of experience in Fraud Prevention, Risk Operations, Chargebacks, Customer Disputes, or a related fi eld preferred.
• Bilingual in English and Spanish or Mandarin preferred.
• 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.
• Excellent organizational skills and attention to detail.
• Professional demeanor with the ability to communicate effectively across all levels of the organization.
• Strong analytical and decision-making skills.
• Ability to collaborate effectively with cross-functional teams.

ATTENDANCE & RELIABILITY EXPECTATIONS:

Employees are expected to:

• Maintain regular, reliable, and dependable attendance.
• Adhere to assigned work schedules, including start times, break periods, and lunch schedules.
• Meet scheduled work hours and hybrid/on-site attendance requirements.
• Notify leadership promptly regarding absences, tardiness, or schedule changes.
• Follow established time-off requests and attendance procedures.
• Ensure work coverage and continuity during planned absences.

BUSINESS NEEDS:

• Job duties, responsibilities, workflows, schedules, performance expectations, and operational assignments may change based on business needs.
• Employees are expected to remain flexible and adapt to changing priorities, workload demands, organizational initiatives, and departmental requirements.