Sr Specialist, Fraud Operations

T-Mobile•Allentown, PA

1d•$49,162 - $88,670

About The Position

This role protects T-Mobile and its customers from fraud and identity theft through detailed investigations and operational support. It involves analyzing accounts, handling customer inquiries, and coordinating with internal and external stakeholders. The specialist also mentors peers and supports training to strengthen investigation capabilities. Success is measured by investigation accuracy, resolution of escalations, and effective collaboration with law enforcement and internal teams. The work contributes to organizational security and customer trust by preventing and addressing fraudulent activity.

Requirements

Bachelor's degree, or a combination of education and experience deemed equivalent.
Basic understanding of fraud risks and fraud detection techniques.
Strong computer proficiency and 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 and ability to communicate effectively across all levels of the organization.
Ability to collaborate effectively with cross-functional teams.
At least 18 years of age.
Legally authorized to work in the United States.

Nice To Haves

1–2 years of related experience.
Prior experience in the wireless industry.
Prior experience in fraud investigation or similar work.
Prior experience in fraud prevention, risk operations, chargebacks, customer disputes, or similar work.
Bilingual in English and Spanish or Mandarin.

Responsibilities

Review suspicious customer accounts, transactions, and eCommerce orders using available tools and resources.
Investigate suspected fraud cases while meeting department and company service-level agreements (SLAs).
Meet or exceed established productivity, quality, and accuracy standards.
Identify fraud trends, risks, and potential vulnerabilities, and escalate 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 efficiency and customer experience.
Build and maintain effective working relationships across departments.
Accurately and promptly document, track, and update investigations, alerts, decisions, customer interactions, and reports.
Handle inbound and outbound calls and voicemail follow-up as required to support 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.

Benefits

Competitive base salary and compensation package.
Annual stock grant and employee stock purchase plan.
401(k) and access to free, year-round money coaches.
Annual bonus or periodic sales incentive or bonus for eligible employees, based on role and performance.
Medical, dental, and vision insurance.
Flexible spending account.
Paid time off and up to 12 paid holidays.
Paid parental and family leave.
Family-building benefits, back-up care, enhanced family support, and childcare subsidy.
Tuition assistance and college coaching.
Short- and long-term disability coverage.
Voluntary AD&D, accident, life, disability, and long-term care insurance.
Mobile service and home internet discounts for eligible employees.
Pet insurance for eligible employees.
Access to commuter and transit programs.