Queue Manager - Fraud & Claims Operations in Johnston

Job DescriptionJob Description

JOB DESCRIPTION

Queue Manager – Fraud & Claims Operations

Location: Johnston, RI
Pay Rate: $23/hr W2
Duration: 6 Months
Schedule: Hybrid – Flexible onsite schedule (4 days or less in office)

Position Summary

The Queue Manager is responsible for overseeing daily fraud and claims inquiry queues to ensure timely, accurate, and efficient case handling within a fast-paced financial services environment.

This role will manage Salesforce case intake and maintenance, monitor workflow progression against established SLAs, identify bottlenecks and operational risks, and generate operational reporting to support fraud and claims performance management.

The ideal candidate will have experience in fraud, claims, or financial services operations along with strong Salesforce case management and reporting capabilities.

Key Responsibilities

• Monitor and manage fraud and claims inquiry queues to ensure timely intake, assignment, and resolution of cases
• Prepare, review, update, and maintain Salesforce cases related to fraud and claims operations
• Track workflow progression and ensure inquiries are completed within established SLAs
• Identify queue trends, bottlenecks, delays, and operational risks; escalate issues as needed
• Generate and distribute daily, weekly, and monthly operational reports using Salesforce data
• Ensure data accuracy and completeness to support reporting integrity and audit readiness
• Collaborate with operations leaders and team members to improve queue performance and workflow efficiency
• Support additional fraud and claims operational initiatives and projects as assigned
• Maintain strong communication with internal stakeholders regarding queue status and case progression

Required Qualifications

• Experience within:
• • Fraud Operations
  • Claims Operations
  • Banking Operations
  • Financial Services Operations
• Strong Salesforce case management and reporting experience
• Ability to monitor and prioritize multiple operational queues simultaneously
• Strong analytical and problem-solving skills
• High attention to detail and data accuracy
• Strong written and verbal communication skills
• Proficiency with:
• • Microsoft Excel
  • Outlook
  • PowerPoint

Qualifications

• Prior experience managing or monitoring operational workflow queues
• Experience supporting SLA tracking and operational performance reporting
• Familiarity with fraud and claims workflows within banking or financial services environments
• Experience supporting audit readiness and operational reporting accuracy

Top Skills

• Fraud Operations
• Claims Operations
• Salesforce Case Management
• Queue Monitoring
• SLA Tracking
• Operational Reporting
• Data Accuracy
• Excel Reporting
• Workflow Management
• Financial Services Operations