Manager, Billing Assurance & Fraud Management

TracFone Wireless
April 9, 2019
Miami, FL
Job Type


Position Highlights:

  • Recognized leader: Rated #1 Prepaid Wireless Provider in the U.S.
  • Technology-driven:  Opportunity to work with state-of-the-art technology
  • Teamwork: A supportive team environment that thrives on innovation.
  • Culture: An entrepreneurial focus, where ownership and ingenuity are expected.
  • Benefits: Excellent health benefits, Matching 401K, and education reimbursement.


What you will do:

Our Business Assurance & Fraud Management team is seeking a Manager of Billing Assurance & Fraud Management to reduce chargebacks, refunds and rejections, maximizing the capturing of revenue in all direct sale channels while keeping fraud at an acceptable level. The function is also responsible for monitoring availability of payment methods in all channels/brands and alerting on any interruptions. The primary objective of this role is to establish, lead and, provide credit card fraud mitigation support as well as to ensure alerts are in place for business channels transactions. The manager will also be required to determine team working objectives, identify gaps, evaluate, execute and recommend improvements to achieve company’s strategic priorities.


  • Manage chargebacks, refunds and credit card fraud in orders captured in direct sales channels. Responsibilities include:
    • Manage fraud chargeback patterns orders to identify common data and take prompt action to block future orders from fraudulent sources
    • Provide payments and consumer in-depth analysis and actionable recommendations to support the business to achieve the Company’s objectives
    • Review and approve refund customer requests to identify trends and prevent refund abuse
    • Review and maintain reports of chargebacks, rejected order activity for TF and Ingram Micro
    • Use patterns identified in fraudulent cases to improve the configuration of the fraud screening tool and the research of orders in the review queue
    • Submit for investigation, any cases that are suspicious of organized fraud
  • Responsible for monitoring availability and assurance of the billing process for all Brands and Channels.
    • Ensure monitoring of availability of all payment methods for all brands and all channels.
    • Ensure alerts are in place on interruption of payment methods for all brands and all channels
    • Define and Track Key Metrics for the different steps of the billing process, including authorization, billing, collection, etc., and alert on variances that may indicate the impact on company revenue, cost or customers user experience.
  • Responsible for the reduction of rejections due to fraud screening tools’ false positives
    • Monitor rejected transactions in a daily basis
    • Identify and research any increase in the number of rejections
    • Fine tune fraud screening parameters to reduce false positives
    • Monitor the performance of “review” queues to keep adequate response times and percentages of approved vs. rejected transactions
    • Implement changes in the research of orders in the review queue to reduce false positives
    •  Manage the reduction of Subsidy Losses in Direct handsets sales.
    • Research and summarizes root cause for potential and existing customers behavior for non-activated handsets
    • Monitor Sales vs. Activations in a daily basis
    • Identify and research any reduction in the % of activations
    • Implement operational controls to block sales originated by resellers
    • Submit all detected cases for investigation.


  • Bachelor’s Degree required
  • The position requires 5 years of Payment Methods Risk Management, Data Analysis/Management, and/or Fraud Management experience.
  • Managerial/Supervisory experience preferred.
  • Credit Card industry experience a plus.
  • Query Database Tools required.
  • Advanced Excel/Access required.
  • Good Technical appreciation and understanding of methods and tools used to manage Fraud.
  • Project Management skills.
  • Good team building skills and utilization of resources.
  • Good communication skills at all levels.
  • Ability to resolve in obtaining information from all divisions of the company.
  • Excellent information analysis skills and problem-solving abilities.
  • Ability to work without close supervision.
  • Ability to develop the team together with the recruitment of key personnel.
  • Ability to comprehend both technical and non-technical issues.

Company Description

TracFone Wireless is America's largest and number one prepaid cell phone provider in the U.S. With over 23 million subscribers, TracFone Wireless has been the undisputed leader in prepaid wireless since its founding in 1996. TracFone Wireless is a subsidiary of América Móvil S.A.B. de C.V. ("AMX") (BMV: AMX; NYSE: AMX; Nasdaq: AMOV; LATIBEX: XAMXL). América Móvil is the fourth largest cell phone company in the world and the largest in all of the Americas with more than 194 million cell phone subscribers. América Móvil has been named "Technology Hot 100" company by Business Week.

TracFone Wireless' formula for success is simple — exclusive focus on prepaid cell phones and service. Unlike most prepaid providers, TracFone Wireless does not require its customers to enter into a service contract. TracFone Wireless customers enjoy the freedom TracFone has to offer — No Bills, No Contracts, No Surprises — you are in control. Prepaid is all TracFone Wireless does and with over 23 million subscribers, TracFone Wireless does it better than anybody else.

TracFone Wireless believes that cell phone ownership is a right and an important tool for individual success in today's world. Everyone should have a cell phone without the need for a contract or a high credit rating. People should have the right to always know what their cell phone service will cost and no one should have to pay more than they want or can afford. TracFone Wireless believes in making the cost to own & maintain a cell phone as low as possible and TracFone Wireless never charges extra fees to activate your service.

TracFone Wireless is glad to lead the movement in the U.S. to make cell phone service available to everyone. TracFone Wireless invests hundreds of millions of dollars every year to reduce the prices of our cell phones and make them affordable for all.

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