Trust and Safety Analyst

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

📋 Description

• Assist with the intake, triage, investigation, and resolution of fraud-related escalations.

• Conduct investigations into account takeover, business email compromise, tenant payment fraud, unauthorized activities, counterparty fraud, onboarding misses, and payment misuse.

• Assess whether escalations necessitate containment, operational actions, product or process remediation, compliance/legal review, or formal incident responses.

• Utilize SQL, payment data, account activity, case history, fraud tools, processor records, CRM data, and operational signals to investigate issues and confirm root causes.

• Record data reviewed, root causes, customer impact, actions taken, open risks, ownership transitions, and recommended follow-up actions.

• Monitor recurring escalation themes, fraud patterns, operational failures, data deficiencies, tooling gaps, and control weaknesses.

• Coordinate containment measures such as account restrictions, payment holds, enhanced reviews, limit adjustments, and outreach to customers or partners.

• Collaborate with risk operations, payment operations, customer support, product, engineering, legal, compliance/AML, risk strategy and policy, and data science teams.

• Assist in fraud incident response through triage, case summaries, stakeholder updates, action tracking, and post-incident analysis.

• Support recovery and law enforcement engagement through technical investigations and documentation.

• Deliver customer-sensitive, partner-ready, and executive-ready updates on escalation status, risk exposure, root causes, and resolution pathways.

⛳️ Requirements

• 3–5 years of experience in fraud investigations, trust and safety, fraud operations, payments risk, financial crimes, incident response, technical risk operations, or related risk analytics positions.

• Practical experience in investigating fraud escalations, account activities, or payment-related risks within payments, fintech, banking, merchant acquiring, SaaS, marketplace, or digital platform environments.

• Proficient in SQL, including the ability to independently query data, investigate account and transaction activities, validate root causes, and support escalation resolutions.

• Familiarity with payments fraud involving card, ACH, bank account risks, unauthorized activities, disputes, chargebacks, returns, payout risks, account takeovers, and onboarding risks.

• Knowledge of fraud typologies such as account takeover, business email compromise, synthetic identity, first-party misuse, counterparty fraud, onboarding fraud, stolen payment instruments, tenant payment fraud, and bust-out behavior.

• Bachelor’s degree in Criminal Justice, Finance, Risk Management, Data Analytics, Business, or a related field, or equivalent practical experience.

• Strong critical thinking and investigative judgment capabilities.

• Ability to connect data points across accounts, transactions, tools, and customer narratives.

• Quick learner with the ability to navigate new systems and manage ambiguous tasks with limited structure.

• Competency in managing competing priorities and multiple active or time-sensitive escalations effectively.

• Excellent written and verbal communication skills.

• Experience working with disparate tools, imperfect data, payment systems, fraud platforms, CRM tools, processor portals, case management systems, or internal risk platforms.

• Preferred experience in property management, rent payments, real estate technology, B2B payments, vendor payments, bill pay, embedded payments, merchant acquiring, or customer-facing fraud response.

🏝️ Benefits

• Health, dental, and vision insurance.

• Retirement savings plan with company match.

• Paid time off and holidays.

• Opportunities for professional development.

• Performance-based bonuses based on position.

• Certain roles are eligible for additional rewards, including annual bonuses and sales incentives based on the applicable plan, role, and individual performance.