Fraud Specialist/Fraud Operations Specialist I

WORK LOCATION & SCHEDULE
• 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.
• Hybrid Schedule: Employees must work in the offi ce during the fi rst 30 days. After the first 30 days, employees may work remotely up to two days per week.

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 fi ndings 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, workfl ows, and procedures.
• Collaborate with internal and external business partners to improve operational effi ciencies and customer experience.
• Build and maintain eff ective 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 verifi cation, and case resolution.
• Participate in team meetings, coaching sessions, training activities, and process improvement initiatives.
• Protect confi dential customer and company information in accordance with company policies and procedures.
• Follow established policies, procedures, workfl ows, 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: ***%+
• Workfl ow 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 eff ectively 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, fi ndings, 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 profi ciency 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 eff ectively across all levels of the organization.
• Strong analytical and decision-making skills.
• Ability to collaborate eff ectively 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, workfl ows, schedules, performance expectations, and operational assignments may change based on business needs. Employees are expected to remain fl exible and adapt to changing priorities, workload demands, organizational initiatives, and departmental requirements.

EEO:
"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."