Sr Specialist, Fraud Operations

T-Mobile; Allentown (Lehigh County); On-site; USD 32,000 - 56,000; Full time

Job summary

T-Mobile is hiring for a Fraud Analyst in the United States. You will review suspicious accounts, investigate fraud cases, and partner with teams to enhance detection tools and processes.

Strong analytical and communication skills are essential, with a focus on accuracy and cross-functional collaboration. Eligible candidates will have a Bachelor's degree or equivalent experience and be comfortable with Excel, Word, Teams, and Google Docs.

Qualifications

• Bachelor's Degree, or combination of education and experience deemed equivalent.
• Strong understanding of fraud risks and fraud detection techniques.
• Proficiency with Microsoft Teams, Excel, Word; familiarity with Google Docs.

Responsibilities

• Review suspicious customer accounts, transactions, and eCommerce orders using available tools.
• Investigate suspected fraud cases while meeting SLAs and quality standards.
• Monitor fraud activity and collaborate to improve detection tools and workflows.
• Document investigations, communications, and outcomes accurately and timely.
• Handle inbound/outbound calls and support case resolution across teams.

Skills

Communication skills

Analytical skills

Organizational skills

Cross-functional collaboration

Teamwork

Computer proficiency

Education

Bachelor's Degree

Tools

Microsoft Teams

Microsoft Excel

Microsoft Word

Google Docs

Job description

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!

Responsibilities

• Review suspicious customer accounts, transactions, and eCommerce orders utilizing available tools and resources
• Investigate suspected fraud cases while adhering to department and company Service Level Agreements (SLAs)
• Maintain or exceed established productivity, quality, and accuracy standards
• Identify fraud trends, risks, and potential vulnerabilities and escalation findings to leadership as appropriate
• Monitor fraud activity and recommend improvements to fraud detection processes and controls
• Partner with leadership to evaluate, test, and enhance fraud prevention tools, workflows, and procedures
• Collaborate with internal and external business partners to improve operational efficiencies and customer experience
• Build and maintain effective working relationships across departments
• Document, track, and update fraud investigations, alerts, decisions, customer interactions, and reports accurately and timely
• Handle inbound calls, outbound calls, and voicemail follow-up as required to support fraud investigations, customer verification, and case resolution
• Participate in team meetings, coaching sessions, training activities, and process improvement initiatives
• Protect confidential customer and company information in accordance with company policies and procedures
• Follow established policies, procedures, workflows, and management direction
• Perform other duties, projects, and responsibilities as assigned to support business and operational needs

Qualifications

Required

• Bachelor's Degree, or combination of education and experience deemed equivalent
• Basic understanding of fraud risks and fraud detection techniques
• Strong computer proficiency with the ability to quickly learn new systems and technologies
• Experience using Microsoft Teams, Microsoft Excel, and Microsoft Word
• Experience with Google Docs and other collaboration tools
• Strong verbal and written communication skills
• Strong analytical and decision-making skills
• Excellent organizational skills and attention to detail
• Professional demeanor with the ability to communicate effectively across all levels of the organization
• Ability to collaborate effectively with cross-functional teams

Preferred

• 1-2 years of related experience
• Prior experience in the wireless industry
• Prior experience in fraud investigation or similar experience.
• Prior experience in Fraud Prevention, Risk Operations, Chargebacks, Customer Dispute or similar experience.
• Bilingual in English and Spanish or Mandarin

#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

Total Target Cash Earnings Opportunity: $49,162 - $88,670

National Base Pay Range: $22.51 - $40.60

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

The base pay range reflects the compensation component of this opportunity. The 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ375374¶dox=1

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. Corporate employees are eligible for a year-end bonus based on individual and/or company 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 individ