Fraud Operations Specialist – Queue Manager (Fraud & Claims Operations)
Job Location:
Job Location:
Johnston, IL - USA
Monthly Salary:
Not Disclosed
Monthly Salary:
Posted on:
10 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Job Title: Fraud Operations Specialist Queue Manager (Fraud & Claims Operations)
Job Location: Johnston RI 02919 (Flexible - works 4 days or less in the office)
Job Duration: 5-month contract with extension
Job Duration: 5-month contract with extension
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Position Summary:
Position Summary:
- The Queue Manager oversees daily fraud and claims inquiry queues to ensure timely accurate and efficient case handling.
- This role monitors workflow prepares and manages Salesforce cases tracks inquiry completion and produces operational reports to support performance management and decision-making.
- The Queue Manager plays a critical role in maintaining service level standards and supporting overall fraud and claims operations.
Key Responsibilities:
- Monitor and manage fraud and claims operations inquiry queues to ensure timely intake assignment and resolution of cases
- Prepare review and maintain Salesforce cases related to fraud and claims inquiries
- Track workflow progression and ensure inquiries are completed within established service level agreements (SLAs)
- Identify queue trends bottlenecks and risks escalating issues as appropriate
- Generate and distribute daily weekly and monthly operational reports using Salesforce data
- Ensure data accuracy and completeness within Salesforce to support reporting and audit readiness
- Support fraud and claims operations through additional duties and projects as assigned
- Collaborate with operations leaders and team members to improve queue performance and workflow efficiency
Required Skills & Qualifications:
- Experience in fraud claims or financial services operations
- Strong working knowledge of Salesforce case management and reporting
- Ability to monitor multiple queues and prioritize work effectively in a fast-paced environment
- Strong analytical skills with the ability to interpret and present operational data
- High attention to detail and commitment to accuracy
- Strong written and verbal communication skills
- Proficiency in Microsoft Office tools (Excel Outlook PowerPoint)
Preferred Qualifications:
- Prior experience managing or monitoring operational queues
- Experience supporting reporting for operational performance or service level tracking
- Familiarity with fraud and claims workflows in a banking or financial services environment
