Fraud Dept Lead and CSR

Located in Endwell, NY

We are seeking a detail-oriented and proactive Fraud Department Lead to oversee fraud prevention activities and claims management. This role is responsible for identifying fraudulent customer behavior, managing carrier claims (UPS and USPS), and building accurate fraud reporting within our internal systems. The ideal candidate is a quick learner with strong typing skills, experience in Shopify, and the ability to work independently while maintaining high accuracy.

You will be responsible for all aspects of Customer Service. Some examples:

Answer the phone in a professional and friendly manner. The customers first contact with the company is you and this is critical and sets their perception of Woolx/Hanks Belts from your very first words.

Take customer orders and suggest other items that may be of benefit to them. No hard sell needed as our products speaks for themselves.

Respond to incoming Customer Service Tickets and resolve customer inquiries.

Monitor Website Live Chat and assist customers with their inquiries through this channel.

Manage online reviews and provide exceptional customer assistance. This role is responsible for responding to customer feedback across multiple platforms, resolving concerns professionally, and maintaining a positive brand reputation.

These are just a few examples of the job duties which all revolve around offering an outstanding customer experience that our customers will want to tell their friends, family, neighbors, and associates about.

Key Responsibilities

• Monitor customer transactions and activity to identify potential fraudulent behavior
• Investigate suspected fraud cases and document findings clearly and accurately
• Set up, maintain, and analyze fraud reports within company systems
• Manage and submit UPS and USPS claims, including follow-up and resolution
• Work cross-functionally with customer service and operations teams as needed
• Maintain organized records of fraud cases, claims, and outcomes
• Continuously improve fraud detection processes and reporting accuracy

Required Qualifications

The most important requirement is a calm, friendly, personable, non-confrontational, and helpful disposition with good speaking skills.

• Strong attention to detail and analytical skills
• Good typing speed and accuracy
• Ability to learn new systems and processes quickly
• High level of integrity and discretion when handling sensitive information
• Strong organizational and documentation skills
• You must also be timely and dependable as the phones turn on automatically at set times each date.
• Skilled with Microsoft Office Products
• Good speaking skills

Preferred Qualifications:

• Experience working with Shopify (admin, orders, customer data, or fraud tools)
• Prior experience in fraud prevention, risk management, or claims processing
• Familiarity with UPS and USPS claims processes

Key Competencies

• Independent problem-solving
• Time management and prioritization
• Clear written communication
• Process-driven mindset

Why This Role Matters:

This role plays a critical part in protecting revenue, reducing operational losses, and ensuring fairness for honest customers. The Fraud & Claims Lead will have real ownership, visibility, and the ability to materially impact profitability and customer trust.

This job is Tuesday through Saturday, 8:30- 5 pm.

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