Lead Fraud Operations Analyst

Summary

Join Apollo.io as a Sr. Fraud Operations Analyst and become a core member of the Fraud team, conducting complex product abuse and fraud investigations. You will independently handle fraud investigations, identify fraud vulnerabilities, design cross-team handling procedures, and train Support teams on verification procedures. The ideal candidate possesses experience in technical product investigations, from ticket/escalation to data analysis and source-code review. This role demands creative problem-solving, effective communication, and strong prioritization skills. You will be responsible for investigating customer-reported events, reviewing chargebacks, investigating alerts, performing data analysis, handling brand abuse cases, optimizing investigation procedures, performing root-cause analysis, and training customer-facing teams. Apollo.io offers a collaborative environment where your work makes a real impact.

Requirements

• 5+ years of experience in fraud investigations or similar operations roles
• Demonstrable SQL-based querying skills (Simple queries such as inner/outer joins, CTEs)
• Chargebacks, disputes and ACH are familiar terms of which you understand the full lifecycle
• Familiarity with rules-based fraud rule development such as Stripe Radar, Signified etc (we do not require specific vendor experience)
• Experience creating, writing, and providing training on complex operational processes for customer facing or fraud teams
• An inquisitive and investigative nature: You are driven by curiosity and seek answers to problems by sifting through messages, logs and tangible evidence to understand the mindset and actions of an attacker
• Willingness and strong desire to work independently and problem-solve with visionary guidance
• Positive, learning mindset along with a detail-oriented, analytical approach to problem solving
• Comfort with self-prioritization and letting “small fires burn.”
• You are excited about working remotely and have the skills and self-discipline to do so effectively
• Good written and spoken English proficiency

Responsibilities

• Investigate customer-reported events such as account takeover, anomalous activity and abuse reports
• Review, classify and respond to chargebacks and events due to fraud
• Investigate volumetric/anomaly alerts generated by Apollo’s fraud detection services
• Perform attribution analysis of scaled fraud events through data analysis (SQL/Python)
• Handle external brand abuse cases and takedowns
• Build fraud event classification and retroactive analysis processes across Fraud, Security, Support, Billing and Sales
• Identify and incorporate key data sources for manual and automated investigation enhancements
• Determine functional fraud vulnerabilities and partner with Product/Engineering to prioritize remediation
• Review external fraud actor activity and leverage open source intelligence techniques for threat actor profiling
• Design low-friction KYB/KYC and asynchronous verification procedures
• Coach and lead junior Fraud Analysts and non subject-matter experts
• Collaborate with customer-facing Support staff regularly on customer issues

Preferred Qualifications

Experience with MongoDB is a significant plus