Fraud Operations Specialist

Summary

Join Aircall's newly created Fraud Ops team as a Fraud Operations Specialist and play a crucial role in safeguarding Aircall services. You will diligently investigate and resolve fraud-related inquiries from various internal teams and carrier partners, partnering with customer account owners for seamless resolution. Monitor global activity using tools like Looker and Datadog to identify potential fraud patterns. Analyze flagged anomalies to determine the validity and impact of fraud incidents, making data-driven decisions. Accurately document fraud attempts and contribute to the continuous improvement of fraud detection and prevention processes. This remote position based in Mexico offers a chance to work in a fast-paced, team-driven environment with a focus on customer obsession and continuous learning. Aircall provides a unique work environment and the chance to collaborate with diverse teammates across continents.

Requirements

• 3+ years experience in Fraud Prevention Operations (also known as Risk Management or Trust & Safety) for a technology company, preferably within the TelCo sector
• Demonstrated experience with fraud detection tools, industry best practices and case management platforms like Zendesk
• Strong analytical and problem-solving skills with the ability to interpret complex data and identify patterns, using data analysis tool such as Looker or Datadog (or similar)
• Comfort with ambiguity and obscurity. We’re operating in uncharted waters, and the existing frameworks aren’t always applicable
• A keen eye for detail and a commitment to accuracy
• You have a customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
• Exceptional written and oral communication skills. This means you have the ability to communicate with a wide variety of audiences about complex situations using plain language
• You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership

Responsibilities

• Diligently investigate and solve fraud-related inquiries originating various internal teams (Engineering, Sales, Success, Billing Support, Number Operations) as well as carrier partners
• Partner with customer account owners to ensure seamless communication and resolution of fraud-related issues
• Monitor global activity using tools such as Looker, Datadog, and internal systems to flag potential fraud patterns and suspicious activities
• Investigate and analyze flagged anomalies to determine the validity and impact of potential fraud incidents
• Use critical thinking skills to make well supported and data driven decisions relative to the alert type
• Accurately document fraud attempts, trends and loss events
• Contribute to the continuous development and refinement of fraud detection and prevention processes

Benefits

Competitive salary package & benefits