Fraud Specialist/Fraud Operations Specialist I

Sr Specialist, FraudWork Location & ScheduleLocations: Allentown, Pennsylvania, or Overland Park, KansasWork Hours: 8:00 a.m. to 5:00 p.m. Pacific TimeWeekend Availability: Weekend work may be required based on business needs.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.Position Summary/Essential Duties & ResponsibilitiesThe 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 ExpectationsEmployees 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 ExpectationsMaintain 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 ExpectationsMaintain 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 field 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 ExpectationsEmployees 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 NeedsJob 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.