fraud specialist

Job Description

Job Description

Queue Manager in the Fraud Department

Manager Call Notes

• Looking for a Queue Manager in the Fraud Department
• have team of 16 people currently
• they manage different streams through fraud detection systems and claims systems
• they manage an email inbox
• they've recently started using salesforce and create records of fraud cases and document what they've done
• right now salesforce is not connected to their other fraud specific platforms
• need someone to help manage queue of cases through salesforce and make sure their cases are going into salesforce
• salesforce exp is strongly desired
• 8:30-5 M-F, potential for OT occasionally
• some degree of flexibility for Dr.'s appointments or someone to potentially start a little later than 8:30 within reason
• there was an intern that was doing similar work and he would be the lead candidate right now, this role would be to replace the intern

Description: 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.

Queue Manager – Fraud & Claims Operations
Position Summary
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
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
Requisition Start Date: 06/01/2026
Requisition End Date: 11/30/2026
Location: Johnston-RI-One Citizens Bank Way