Senior Fraud Operations Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Conduct thorough investigations and resolve intricate, high-impact fraud cases originating from internal teams (Engineering, Sales, Success, Billing Support, Number Operations) and carrier partners, utilizing strong analytical judgment and comprehensive documentation.

• Manage complex escalations and make challenging final decisions with direct business implications, ensuring that all decisions are well-documented and supported by data.

• Perform advanced data analysis using tools like Looker, Datadog, SQL, HEX, and similar platforms to identify emerging fraud trends, quantify risks, and facilitate data-driven decision-making.

• Review and evaluate KYC (Know Your Customer) and KYB (Know Your Business) documentation to assess customer risk profiles and highlight suspicious onboarding activities.

• Collaborate with customer account owners and cross-functional stakeholders to clearly communicate fraud findings and assist in resolution efforts.

• Support the Fraud Operations Manager in pinpointing process improvement opportunities and contributing to the enhancement of fraud detection and prevention methodologies.

• Precisely document fraud attempts, trends, and loss events to aid in reporting and ongoing improvement initiatives.

⛳️ Requirements

• Over 5 years of experience in Fraud Prevention, Risk Management, or Trust & Safety within a technology company.

• Expertise in data analytics tools (Looker, Datadog, SQL, or equivalent). You should be comfortable independently extracting data for your ad-hoc analyses.

• Strong judgment in managing complex, high-impact fraud cases. Capable of making well-supported, data-driven decisions in ambiguous situations.

• Practical experience in reviewing KYC and KYB documentation as part of fraud or risk assessment procedures.

• Familiarity with ATO (account takeover) detection and response, including containment workflows and post-incident monitoring.

• Experience with fraud detection tools, case management platforms (e.g., Zendesk), and knowledge of industry best practices.

• Outstanding written and verbal communication abilities. Capable of conveying complex fraud scenarios to diverse audiences in straightforward language, with clear and actionable insights.

• Highly proactive, organized, and accountable. Able to prioritize ruthlessly across simultaneous cases and comfortable escalating obstacles without prompting.

• Customer-first mindset with a proven history of effective internal and external stakeholder management.

• Nice to have: experience in the TelCo sector, and familiarity with telecom fraud vectors (e.g., toll fraud, phishing, callback scams) is a strong advantage.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive team environment.