SHAZAM Network - ITS, Inc.

Operations

• Provide guidance and hands-on support to fraud specialists across all levels
• Assist in directing daily activities, enforcing procedures, and ensuring high-quality case work and call handling
• Serve as a subject matter expert by proactively sharing knowledge, leading department initiatives, contributing to enterprise projects, and representing the department in cross-functional teams and with third-party vendors
• Perform complex fraud analysis, assess emerging threats, identify trends, and recommend effective fraud-mitigation strategies to protect clients and reduce risk across the payment ecosystem
• Support workflow management by providing direct assistance with assignments, reviewing and updating procedures, and ensuring consistent adherence to fraud-operations expectations
• Participate in on-call rotations when necessary to resolve issues impacting customers or internal operations

Team Lead, Fraud Operations

Support Engineer

• Assist the customer in using the systems to solve problems.
• Offer enhancement requests when certain issues cannot be resolved by the current system.
• Communicate proper expectations with the customers on problem resolution.

Customer Support Analyst

QA Engineer

• Ensure quality deliverables and evaluate and test new or modified software programs
• Read release documentation; determining what needs to be tested, and defining, creating, and executing the tests
• Plan and lead QA activities for testing of functionality changes
• Act as a mentor to other analysts during project lifecycle

Team Lead, Fraud Operations

Customer Support Analyst

Quality Assurance Analyst