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Fraud Operations Specialist – Queue Manager (Fraud & Claims Operations) - Johnston, RI 02919

Amicis Global

Johnston, RI

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JOB DETAILS
SALARY
$21–$23.08
SKILLS
Analysis Skills, Banking Services, Case Management, Claims Management, Communication Skills, Data Quality, Detail Oriented, Establish Priorities, Financial Operations, Financial Services, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Operational Support, Operations Management, Performance Analysis, Performance Management, Presentation/Verbal Skills, Reporting Skills, Salesforce.com, Service Level Agreement (SLA), Time Management, Trend Analysis, Writing Skills
LOCATION
Johnston, RI
POSTED
5 days ago
Job Title: Fraud Operations Specialist Queue Manager (Fraud & Claims Operations)
Job Location: Johnston, RI 02919 (Flexible - works 4 days or less in the office)
Job Duration: 5-month contract with extension
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Position Summary:
  • The Queue Manager oversees daily fraud and claims inquiry queues to ensure timely, accurate, and efficient case handling.
  • This role monitors workflow, prepares and manages Salesforce cases, tracks inquiry completion, and produces operational reports to support performance management and decision-making.
  • The Queue Manager plays a critical role in maintaining service level standards and supporting overall fraud and claims operations.

Key Responsibilities:
  • Monitor and manage fraud and claims operations inquiry queues to ensure timely intake, assignment, and resolution of cases
  • Prepare, review, and maintain Salesforce cases related to fraud and claims inquiries
  • Track workflow progression and ensure inquiries are completed within established service level agreements (SLAs)
  • Identify queue trends, bottlenecks, and risks, escalating issues as appropriate
  • Generate and distribute daily, weekly, and monthly operational reports using Salesforce data
  • Ensure data accuracy and completeness within Salesforce to support reporting and audit readiness
  • Support fraud and claims operations through additional duties and projects as assigned
  • Collaborate with operations leaders and team members to improve queue performance and workflow efficiency

Required Skills & Qualifications:
  • Experience in fraud, claims, or financial services operations
  • Strong working knowledge of Salesforce case management and reporting
  • Ability to monitor multiple queues and prioritize work effectively in a fast-paced environment
  • Strong analytical skills with the ability to interpret and present operational data
  • High attention to detail and commitment to accuracy
  • Strong written and verbal communication skills
  • Proficiency in Microsoft Office tools (Excel, Outlook, PowerPoint)

Preferred Qualifications:
  • Prior experience managing or monitoring operational queues
  • Experience supporting reporting for operational performance or service level tracking
  • Familiarity with fraud and claims workflows in a banking or financial services environment

About the Company

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Amicis Global