Fraud Services Onboarding & Training Specialist

$58,000 - $72,500/Yr

Shazam - Des Moines, IA

Full-time - Mid Level

Des Moines, IA

Credit Intermediation and Related Activities

About the position

SHAZAM is seeking a Fraud Services Onboarding & Training Specialist to join our fraud services team in Des Moines, IA. This role is pivotal in overseeing and monitoring new hires during their first 90 days of employment. The selected candidate will be responsible for creating, implementing, and leading effective training programs tailored for both local and remote locations. The position requires a deep understanding of fraud prevention and detection, ensuring that new team members are well-equipped to handle the demands of a 24 x 7 x 365 operational environment. In this role, you will develop, maintain, and administer comprehensive training plans, procedure documentation, and guides for both new and existing team members. You will also manage and conduct continuous product training for team members at various levels, ensuring that all staff are up-to-date with the latest practices and protocols. Additionally, the specialist will perform quality monitoring, audits, and coaching to enhance team performance and ensure adherence to company standards. The ideal candidate will thrive in a supportive, collaborative, and inclusive environment, contributing to a culture that values respect, teamwork, honesty, and integrity. At SHAZAM, your growth and development are prioritized, and you will be surrounded by talented individuals who are committed to making a real difference in the community financial institutions we serve.

Responsibilities

• Oversee and monitor new hires within their first 90 days of employment.
• Create, implement, and lead effective training programs for new hires across all locations.
• Develop and maintain training plans, procedure documentation, and guides for team members.
• Gain an expert level understanding of fraud prevention and detection in a 24 x 7 x 365 environment.
• Manage and perform continuous product training for team members at multiple levels.
• Conduct quality monitoring, audits, and coaching for team members.

Requirements

• 3+ years of training, supervisory/management experience in contact centers or banking operations.
• Knowledge of training principles, coaching, development, and performance management.
• Familiarity with regulatory and foreign network rules for debit cards.
• Proficient in Microsoft Office Suite/Office 360.

Nice-to-haves

• Experience in fraud detection is helpful but not required.

Benefits

• Health, dental, and vision insurance
• 401(k) retirement plan with company match
• Flexible spending and health savings accounts
• Life insurance and short- and long-term disability provided at no cost
• Paid time off (PTO)
• Volunteer time off (VTO)
• Paid parental leave
• Company holidays
• Educational assistance
• Professional Certification Bonus program