Sr Specialist, Fraud Operations

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!

This role is essential for protecting the organization and customers from fraud and identity theft through detailed investigations and support. It involves conducting in-depth account analysis, handling customer inquiries, and coordinating with internal and external stakeholders. The role includes mentoring peers and supporting training efforts to enhance investigation capabilities. Success is measured by the accuracy of investigations, resolution of escalations, and effective collaboration with law enforcement and internal teams. The work directly impacts organizational security and customer trust by preventing and addressing fraudulent activities.

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 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 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 individual and/or team performance. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary. 
At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing! As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable! T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, genetic information, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated. Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.