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Fraud Specialist/Fraud Operations Specialist

1 month ago

Overland Park, United States Innovative Systems Group Full time

Contract: 10/30/2023 to 08/30/2024

Work Location: 6160 Sprint Pkwy, Overland Park, KS 66211

This role will be hybrid, 3 days office/2 days remote.

Hours of operation:

Mon-Fri 9:00AM CST to 6:00PM CST and Saturday 8:00AM to 5:00PM CST.

Must be able to work flexible schedule including nights, weekends and holidays.



  • At least 1 year of relevant experience required.
  • 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 the company.
  • Evaluate fraud trends related to fraudulent orders and identity theft.
  • Perform research and draw conclusions.
  • Research 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 9:00AM CST to 6:00PM CST and Saturday 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 the issue.


Position Requirements:

  • Must have excellent conversational skills in English
  • 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.