Fraud Operations Specialist
US-CO-Englewood
Attract-careers1
Req #: 95062
Type: Fulltime-Regular
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Overview: Our Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a passion for change and the power to drive it, we continue to push boundaries and be a disruptive force in the market. Responsibilities: Key Responsibilities * Analyzes and models end-to-end operational workflows to identify and eliminate bottlenecks, reduce manual effort, and ensure maximum efficiency in fraud prevention * Designs and maintains comprehensive documentation (e.g., SOPs,how-to documents) for all manual review processes, ensuring process clarity, adherence, and consistency across all operations * Drives continuous improvement initiatives by breaking down complex operational issues, identifying root causes, and developing effective, data-driven solutions to boost efficiency and productivity * Manages the human side of process transformations by developing and executing change management strategies that ensure the smooth and successful adoption of new procedures and systems by the operations team * Partners with team leads and offshore vendors to develop and deliver targeted training programs on updated procedures, systems, and new fraud trends * Leads cross-functional meetings and workshops to define process requirements, gather stakeholder input, and resolve conflicts, ensuring alignment on operational goals * Reviews and evaluates current manual review processes to ensure they are effectively detecting and preventing device fraud and are compliant with internal policies and regulatory standards * Stays informed about emerging fraud trends, techniques, and technologies, proactively identifying new threats and vulnerabilities to inform and update operational procedures * Provides support and expertise to internal teams on fraud-related issues and escalations, leveraging critical thinking to draw valid conclusions based on compelling facts and evidence Qualifications: Education and Experience * Bachelor's degree in a relevant field such as business or education * 5+ years of experience in a similar role, preferably within fraud detection, operations analysis, or investigation * Experience training and developing offshore or distributed operations partners is highly desirable Skills and Qualifications * Exceptional Analytical and Problem-Solving Skills with a keen eye for detail and the ability to think critically and logically * Strong Communication and Interpersonal Skills with the ability to effectively collaborate, build relationships with various departments and stakeholders, and present findings to business stakeholders * Demonstrated ability to juggle multiple complex projects, manage detailed documentation, and prioritize tasks effectively in a fast-paced environment * Continuous Improvement Mindset: A proactive approach to constantly seeking and implementing improvements to processes * Adaptability: The flexibility to respond to rapidly evolving business needs, market conditions, and new technologies * Familiarity with fraud detection techniques and methodologies is a plus * Proficiency with Excel and SQL is desirable Visa sponsorship not available for this role
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