Specialist, Fraud Operations

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Job Overview

As a Fraud Operations Specialist you will perform a detailed account analysis using weighted profiling and investigative data from multiple sources including the Fraud Management System (FMS), consumer credit analysis, third party and government resources, specific reports, etc. You will interpret, organize and compile data applying sophisticated investigative and analytical techniques to determine account status and pursues investigation closure according to findings. May be responsible for all non-automated adjustment processes including: Add-on fraud, unauthorized handsets as well as sending and receiving all departmental requested letter correspondences to/from victims of fraud.

Responsibilities:

• Perform in-depth account investigation and analysis and effectively analyze, compile, organize and interpret data from multiple investigation resources.

• Responsible to handle inbound calls from customers regarding all aspects of fraud and ID theft and provide accurate and professional advice and assistance to victims of identity theft regarding future protection on personal credit, pursing law enforcement intervention and any applicable third party and Federal agencies of use to victims of Identity theft.

• Coordinate with Loss Prevention and Corporate Investigations, when applicable, to pursue dealer audits, identification of fraud trends in cross functional groups. Act as liaison for general law enforcement inquiries regarding an investigation or fraudulent account. Advise proper contact processes.

• Actively evaluate policy and processes and recommend policy and efficiency improvements.

Education and Work Experience:

• High School Diploma/GED (Required)

• Less than 2 years experience in customer service, fraud investigation or telecommunications. (Required)

• Prior experience in fraud Investigation or closely related field preferred. (Preferred)

• Microsoft Office (Required)

• Intermediate MS Excel experience - including pivot tables and v-lookups (Required)

• Analytics (Required)

• Fraud Investigation (Preferred)

• Strong written and verbal communications skills. (Required)

• Ability to provide support over phone and email (Required)

#LI-Corporate

• At least 18 years of age

• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): No

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No
 

Base Pay Range: $17.89 - $32.26

Corporate Bonus Target: 5%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ331274&paradox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy,