Fraud Operations Specialist 1

Summary

Join Twilio as a Fraud Operations Specialist to combat fraud and abuse on our communications platform. You will utilize various tools to prevent, respond to, and mitigate fraud across all products. Conduct thorough investigations, showcasing analytical skills to review non-compliant traffic and enforce policies. Collaborate with peers and partners to report findings and make decisions in ambiguous scenarios. Contribute to root cause analysis and process improvement, managing escalations and facilitating cross-functional collaboration. This role requires 1-3 years of experience in fraud, abuse, or compliance and fluency in English and Spanish. The position is remote, based in Colombia, with occasional travel.

Requirements

• You have 1-3 years of experience in fraud, abuse or compliance in ecommerce, FinTech, or telecommunications, skillful in handling escalations from different partners and stakeholders
• You are an effective and empathetic communicator via written or verbal channels, where you were accountable for Production, Quality, and User Satisfaction scores
• You excel at collaborating with others in a multicultural global environment
• Time management skills, with the ability to work well under pressure and independently, managing multiple tasks effectively
• Experience working in a fast paced, ambiguous environment, with a strong bias for action
• Willingness to work a non-traditional schedule; weekends, holidays and evenings may be required
• Fluency in English & Spanish is required for this position

Responsibilities

• Utilize a variety of tools to review, respond and resolve instances of fraud and abuse of the Twilio products, protecting our customers while offering them best-in-class support
• Conduct thorough investigations showcasing your analytical skills on cases of fraud and abuse, reviewing non-compliant traffic, and making decisions based on Twilio’s policies on how to enforce appropriately to prevent fraud while protecting legitimate businesses
• Use information available to determine potential malicious behavior and work with peers and partners to report your findings
• Seek to support and collaborate with a team of subject-matter experts, learning from the existing documentation and cases you are exposed to, gradually building skills and experience to achieve expertise and excellence
• Be prepared to make decisions in ambiguous scenarios, potentially with limited guidance, while accounting for the risks and outcomes of such decisions
• Commit to protect Twilio customers and a global community of users through ongoing efforts to better identify potential fraudulent activity and helping the team to evolve tactics to be more effective
• Help with identifying the root cause analysis and contributing factors during incident reviews, thus helping to continuously enhance Twilio’s tools and processes
• Manage escalations and engage with various stakeholders to achieve an optimal resolution
• Facilitate cross-functional collaboration and recognize gaps or improvement areas in controls and processes, escalating them to the manager

Preferred Qualifications

• Basic knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools
• Basic understanding of APIs and related telecommunication technologies in a tech environment
• Knowledge of telecom fraud scenarios, anti-fraud strategies, and relevant tools
• Curious mindset for continuous improvement

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program