Fraud & Claims Operations Representative

Location: Des Moines, IA – 100% Onsite
Schedule: Monday–Friday, 8:00 AM–5:00 PM or 9:00 AM–6:00 PM CT
Training/First Month: Monday–Friday, 8:00 AM–5:00 PM CT
Bilingual Spanish: Highly desired for select openings

Position Overview

We are seeking experienced Fraud & Claims Operations Representatives to join a financial services operations team in Des Moines, IA. This is a phone-based, onsite position focused on handling incoming customer calls, researching potentially fraudulent activity, and assisting customers with fraud and claims-related concerns.

The ideal candidate will have previous experience in customer service, call center operations, financial services, fraud, claims, or investigations and be comfortable navigating multiple systems while speaking with customers over the phone.

Key Responsibilities

• Handle incoming customer calls related to potential fraud and claims.
• Research and investigate potentially fraudulent account activity.
• Review account information and supporting details to determine appropriate next steps.
• Assist customers with questions and provide clear explanations regarding fraud and claims processes.
• Identify and appropriately document customer complaints when applicable.
• Navigate multiple systems, applications, and search tools to locate information.
• Follow established procedures, regulatory requirements, and operational guidelines.
• Escalate complex issues when appropriate.
• Provide guidance and support to less experienced team members as needed.
• Identify opportunities to improve processes, tools, and overall operational efficiency.
• Maintain accurate and detailed documentation of customer interactions and case activity.

Required Qualifications

• 2+ years of experience in customer service, financial services, fraud, investigations, claims, or a related field.
• At least 1 year of call center or phone-based customer service experience.
• Strong verbal communication and customer service skills.
• Ability to work independently and make sound decisions with limited supervision.
• Strong problem-solving, research, and investigative skills.
• Comfortable navigating multiple computer systems and applications simultaneously.
• Ability to work 100% onsite in Des Moines, IA.
• Must be available to work either the 8:00 AM–5:00 PM or 9:00 AM–6:00 PM CT schedule after the initial training period.

Equivalent experience may include a combination of relevant work experience, education, training, or military service.

Preferred Qualifications

• Previous fraud, claims, dispute, or investigation experience.
• Banking, credit card, lending, or other financial services experience.
• Previous experience supporting customers in a high-volume contact center.
• Proficiency with Microsoft Office, including Excel and Outlook.
• Strong initiative and ability to prioritize workload effectively.
• Previous experience within a large financial institution is a plus.
• Bilingual English/Spanish skills are highly desired for select openings.

Work Schedule & Location

This position requires full-time onsite attendance in Des Moines, Iowa.

During the first month, all employees will work Monday–Friday from 8:00 AM–5:00 PM CT. Following the initial training/ramp-up period, schedules will be either:

• 8:00 AM–5:00 PM CT
• 9:00 AM–6:00 PM CT

Candidates should be comfortable working in a structured, high-volume environment where accuracy, customer service, sound judgment, and confidentiality are essential.

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