Fraud Operations Analyst

Summary

Join Hopper as a Fraud Analyst and play a crucial role in safeguarding the company from fraudulent activities. You will be responsible for managing the operational side of the fraud team, handling customer inquiries, optimizing fraud processes, building relationships with third-party vendors, and leading fraud prevention projects. This role requires a strong analytical mindset, excellent communication skills, and experience in fraud prevention and project management. You will be part of a dynamic and fast-paced environment with opportunities for growth and impact.

Requirements

• Bachelor's degree in a related field
• Proven experience in fraud prevention or related roles
• Proficiency in project management methodologies and tools
• Proven experience in MySQL and data analytic tools
• Experience in fraud investigations, including handling escalations and providing actionable insights based on data analysis
• Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions
• Excellent communication skills, both written and verbal, for effective customer interactions and vendor relationships
• Familiarity with fraud detection software, tools, and industry best practices
• Detail-oriented with a commitment to maintaining data confidentiality and integrity
• Ability to adapt to a fast-paced, evolving environment and work well under pressure

Responsibilities

• Handle and respond to fraud-related inquiries and concerns from customers promptly and professionally
• Collaborate with the customer success team to ensure seamless communication and resolution of fraud-related issues
• Maintain a customer-centric approach while addressing fraud concerns, ensuring a positive customer experience
• Develop and optimize processes for handling fraud requests, ensuring efficiency and accuracy
• Investigate and analyze suspected fraudulent activities, making data-driven decisions to prevent and mitigate risks
• Monitor and report on key fraud metrics and trends, identifying areas for improvement
• Cultivate and maintain strong working relationships with third-party fraud prevention vendors and partners
• Collaborate with vendors to leverage their expertise and tools in the fight against fraud
• Evaluate vendor performance and recommend changes or improvements as needed
• Lead and coordinate fraud prevention projects, from planning and execution to monitoring and reporting
• Collaborate with cross-functional teams to implement fraud prevention measures and strategies
• Ensure projects are completed on time and within budget, delivering measurable results

Preferred Qualifications

Experience in the payment, e-commerce or travel industry is a plus

Benefits

• Well-funded and proven startup with large ambitions, competitive salary and the upsides of pre-IPO equity packages
• Unlimited PTO
• Carrot Cash travel stipend
• Access to co-working space on demand through FlexDesk AND Work-from-home stipend
• Please ask us about our very generous parental leave, much above industry standards!
• Entrepreneurial culture where pushing limits and taking risks is everyday business
• Open communication with management and company leadership
• Small, dynamic teams = massive impact
• 100% employer paid Medical, Dental and Vision coverage for employees
• Access to Disability & Life insurance
• Health Reimbursement Account (HRA)
• DCA/ FSA and access to 401k plan