Fraud Specialist

This is a Fraud Operations Specialist role with our leading telecom client in Overland Park!

This role will be hybrid 3 days office/2 days remote after training is complete (during training you will be fully onsite 5x/week)

SCHEDULE / SHIFTS?
4x10 schedule - Shift is 9:00 AM-8:00 PM CST with one of the following schedules:
- Thursday Friday Saturday and Sunday
- Saturday Sunday Monday and Tuesday

Training hours will be 8:00-5:00 CST. Mon-Fri for up to the first 2 months before shifting to the 4x10 schedule.

Job Description:
- At least 1 year 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 business.
- 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.

Training hours will be: 8:00-5:00 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
- 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
- Good communication skills

What does a typical day look like?
- 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
- Listening skills
- Role will support Fraud Mgmt.

At Swoon, we believe the future is built by great teams working on the technologies that keep the world running. That’s why we focus on more than just filling roles. We help companies build the right teams at the right time – teams that move big ideas forward.

Across the US and Canada, leading organizations trust us to leverage our expertise to help them build, secure, and scale the technologies that are shaping tomorrow. The result isn’t just successful hires. It’s a hiring journey that’s as rewarding as the outcome: teams that thrive, cultures that grow stronger, and results that exceed expectations.

Because at the end of the day, we exist to help companies and people achieve their boldest ambitions.