Fraud Operations Specialist $23/hr

Fraud Operations Specialist

Looking for a Queue Manager in the Fraud Department. They have a team of 16 people currently managing different streams through fraud detection systems and claims systems. They manage an email inbox and have recently started using Salesforce to create records of fraud cases and document their actions. Salesforce is not yet connected to their other fraud specific platforms. They need someone to help manage the queue of cases through Salesforce and ensure their cases are going into Salesforce. Salesforce experience is strongly desired. The schedule is 8:30-5 M-F, with potential for occasional overtime. There is some degree of flexibility for Dr.'s appointments or someone to potentially start a little later than 8:30 within reason. This role would replace an intern who was doing similar work.

The Queue Manager oversees daily fraud and claims inquiry queues to ensure timely, accurate intake, tracking, and resolution of cases. This role manages Salesforce case creation and maintenance, monitors workflow progression to meet established SLAs, identifies and escalates risks or bottlenecks, and produces regular operational reporting. The Queue Manager ensures data accuracy for reporting and audit readiness, collaborates with operations leaders to improve queue efficiency, and supports additional fraud and claims initiatives as needed.

The Queue Manager is responsible for overseeing 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 reporting 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 include monitoring and managing fraud and claims operations inquiry queues to ensure timely intake, assignment, and resolution of cases; preparing, reviewing, and maintaining Salesforce cases related to fraud and claims inquiries; tracking workflow progression and ensuring inquiries are completed within established service level agreements (SLAs); identifying queue trends, bottlenecks, and risks, escalating issues as appropriate; generating and distributing daily, weekly, and monthly operational reports using Salesforce data; ensuring data accuracy and completeness within Salesforce to support reporting and audit readiness; supporting fraud and claims operations through additional duties and projects as assigned; collaborating with operations leaders and team members to improve queue performance and workflow efficiency.

Required skills and qualifications include 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 include 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.