Fraud Investigator

On-site (Missouri)

Contract to Hire (3-6 months) w/ Conversion

Starting Pay Rate of $20

The Fraud Investigator is responsible for applying fact-finding methods to investigate potential fraudulent activity, including the evaluation of transactions in Cable, Internet and Mobile Orders. The ideal candidate will seek to achieve the optimal balance between customer experience and fraud prevention through interaction with callers and maintain that balance as the business grows and fraud trends evolve.

Responsibilities:

• Actively and consistently supports all efforts to simplify and enhance the customer experience
• Leverage appropriate resources to support the identification and initiation of fraud or abuse investigations, and ensure relevant information is appropriately collected, analyzed, and documented
• Request additional caller documentation when required for investigation
• Complete investigation/documentation and provides communication back to the caller
• Bring resolution to fraudulent claims by employing tools that detect and disrupt fraud schemes
• Evaluate, process, and document fraud, identity theft and customer validation claims
• Exceed customer expectations by understanding their specific requirements and impact
• Utilize defined metrics for tracking and reporting
• Adapt procedures, processes, tools, equipment and techniques to accomplish the requirements of the position
• Assist team leader/managers with escalated calls, emails, and corporate escalations
• Identify and present opportunities for improved operational procedures inside and outside the department to team leader and managers on an ongoing basis
• Collect, research, and validate data against relevant guidelines
• Perform other duties as requested by supervisor

Required Qualifications:

• High School Diploma or GED required; Bachelor's preferred, not required
• Related experience in similar field and/or fraud training 3+ yearsw
• Experience dealing with and resolving difficult and escalated issues
• Basic skip tracing skills – preferred
• Ability to read, write, speak and understand English
• Critical thinking skills and the ability to make a decision in every investigation required
• Working knowledge of cable or telecom operations, fraud investigation and/or detection and analysis, and laws/regulations related to fraud and general risk management
• Basic data analysis skills
• Ability to be organized, detailed, meet deadlines, manage time, and maintain accuracy while in a fast paced, high volume environment
• Possess good verbal, written and interpersonal communication skills in order to communicate effectively and professionally with internal and external customers, while maintaining confidentiality
• Proficiency with Microsoft Office (Excel, Word, Outlook, SharePoint)
• General knowledge of Fraud operations, policies and procedures
• Self-starter possessing the ability to work independently while supporting a team environment
• Enthusiasm and interest in Fraud, compliance and related services
• Ability to remain empathetic while communicating risk decisions, ability to de-escalate calls when communicating difficult messages
• Ability to effectively present information and respond to questions from leaders, clients, customers, and the general public
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

ABOUT EIGHT ELEVEN:

At Eight Eleven, our business is people. Relationships are at the center of what we do. A successful partnership is only as strong as the relationship built. We’re your trusted partner for IT hiring, recruiting and staffing needs.

For over 16 years, Eight Eleven has established and maintained relationships that are designed to meet your IT staffing needs. Whether it’s contract, contract-to-hire, or permanent placement work, we customize our search based upon your company's unique initiatives, culture and technologies. With our national team of recruiters placed at 21 major hubs around the nation, Eight Eleven finds the people best-suited for your business. When you work with us, we work with you. That’s the Eight Eleven promise.

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

Job Types: Full-time, Contract

Pay: $18.00 - $21.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Kansas City, MO 64133: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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