This role will be hybrid, 3 days office/2 days remote after training is complete.
Schedule: 8-5 CST or 9-6CST any days from Monday thru Saturday
Conduct in depth analysis and/or investigations to identify and manage fraudulent activities. This includes customer authentication, fraud investigations and/or compliance with fraud policies in all business channels. Analyze relevant data to confirm or clear fraud, validate customer ID authentication and violations of fraud polices that could adversely impact T-Mobile. Evaluate fraud trends related to fraudulent orders and identity theft. Perform research and draw conclusions. Researches and/or notifies appropriate internal staff for customer verification or legal action. Participates in establishment and implementation of policies and procedures designed to identify and deter fraudulent usage. Investigates and responds to fraud escalations. Establishes and improves fraud-related process. Identifies issues and recommends solutions on team projects.
Hours of operation Mon-Fri 8:00AM CST to 6:00PM CST and weekends 8:00AM to 5:00PM CST. Must be able to work flexible schedule including nights, weekends and holidays.
Position Summary: Reviews, identifies, and deters fraudulent activity. Takes inbound calls and referrals from victims of fraudulent activities. Assess the available information via multiple internal and external tools to identify the situation and provide guidance to resolve issue.
Position Requirements:
- Must have excellent conversational skills in English and Spanish if possible.
- Experience navigating multiple computer screens and programs while interacting with customers on the phone.
- High School diploma or equivalent
- One year experience operating a computer in a Windows based environment
- One year experience in fraud, customer service or a call center environment
Technology Requirements (I.E Programs, systems, etc) Phone skills, typing skills and good communication skills
What does a typical day look like? (daily tasks) Phone calls, using slack to communicate to the team and reviewing documents to validate identity
Preferred background/prior work experience? Customer service and call center skills
Priority soft skills Good tone and communication skills as wells as listening skills
Role will support Fraud Mgmt in Overland park KS.
Equipment to be provided by client
The workers must be local as they will be onsite and working from home. Must meet onsite requirements.
Possibility for extension.
Fraud Specialist