Senior Fraud & Claims Operations Representative

Overview

Handle complex, high-risk fraud and claims cases in a fast-paced, high-volume call center environment, reviewing account activity, assessing risk, and making decisions across multiple claim types.

What you'll do

• 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 identify process improvement opportunities.
• Collaborate across teams and external partners to strengthen investigations, reduce risk, and enhance customer experience.

What you'll need

• 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.

Nice to have

• 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.

Details

• Hybrid work model.
• Willing to work flexible shifts based on business requirements.
• Posting end date: 12 Nov 2026.