Senior Fraud & Claims Operations Representative

Senior Fraud & Claims Operations Representative

In this role, you will:

• Deliver strong customer outcomes while balancing risk and regulatory requirements

• Manage complex fraud and claims cases across multiple claim types with accuracy and urgency, taking ownership to ensure timely and complete resolution, in a call center environment

• Apply critical thinking and problem-solving skills to resolve complex and often ambiguous fraud and claims cases across multiple claim types

• Serve as a key escalation point, resolving sensitive and ambiguous customer situations while applying a strong fraud risk mindset to ensure accurate, risk-informed outcomes

• Prioritize work effectively and manage multiple cases in a high-volume, fast-paced environment both inbound and outbound

• Deliver clear and confident communication during complex or escalated customer interactions

• Demonstrate resilience when handling sensitive situations, high workloads, and changing priorities

• Support less experienced team members by sharing knowledge and best practices and identifying process improvement opportunities; share knowledge to strengthen overall team capability

• Collaborate across teams and external partners to strengthen investigations, reduce risk, and enhance customer experience

Required Qualifications:

• 2+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Experience in fraud detection and investigation, including credit card fraud, hard holds, and identity theft cases

Desired Qualifications:

• Experience handling complex fraud, claims, or risk-related cases within financial services, including investigations across multiple claim types while maintaining accuracy and complete resolution

• Proven success making risk-based decisions aligned with policies, procedures, regulatory requirements, and customer impact

• Experience managing multiple priorities in a high-volume, fast-paced environment while maintaining accuracy, urgency, and adaptability to changing demands

• Verbal and written communication skills demonstrated through successful navigation of complex or escalated customer interactions, resulting in effective resolution and customer trust

• Proven collaboration through knowledge sharing, team support, and partnership with internal stakeholders to strengthen investigations and drive consistent performance

Job Expectations:

• Should be comfortable with a hybrid work model and willing to work flexible shifts based on business requirements