Senior Analyst/Expert, Fraud Operations

Summary

Join Aircall as a Senior Analyst/Expert, Fraud Operations to shape and execute the company's fraud strategy, combatting fraud with operation teams on a daily basis. This is a remote position based in France or Portugal.

Requirements

• 7+ years experience in Fraud Prevention Operations (also known as Risk Management or Trust & Safety) for a technology company, preferably within the TelCo sector
• In-depth knowledge of telecom fraud patterns with the ability to think creatively and analytically to connect disparate data points and proactively identify emerging fraud risks
• Proven capability in shaping fraud prevention strategies and detection rules, while carefully minimizing impact on legitimate customers
• 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 and have a proven track record in comprehensive case studies and risk evaluations
• You have a customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
• Proficiency in SQL and business intelligence tools (Looker) with a demonstrated ability to leverage data analytics to influence business decisions
• Proven collaboration skills with Product, Engineering, Operations and Data teams, focusing on enhancing detection and case management solutions through cross-functional projects
• Strong background in crafting and upholding detailed policies and procedures, along with managing knowledge systems
• Comfort with ambiguity and obscurity. We’re operating in uncharted waters, and the existing frameworks aren’t always applicable
• You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
• A self-starter comfortable working with remote teams and in a highly independent role

Responsibilities

• Act as primary escalation point for complex and sensitive fraud cases originating from customers, carrier partners or internal teams
• Conduct timely investigations for complex and sensitive fraud cases escalated to you by Frontline Support teams, driving them to resolution, using data and industry best practices
• Own Fraud Operations policies and procedures : Develop and maintain comprehensive Fraud investigation and prevention policies and procedures, in adherence with regulatory requirements and industry standards
• Provide training and support to Frontline Support teams , ensuring they are equipped to autonomously manage fraud investigation, reducing need for escalation
• Drive Fraud advancement in a variety of forms (such as systems, processes, ad-hoc analysis, proactive alerting definition and calibration - all conducted in close collaboration with Product, Engineering and Operations teams) while maintaining high customer experience standards
• Perform data monitoring and analysis to identify and mitigate potential fraud risks and suspicious activities
• Conduct regular fraud risk assessments , build ad-hoc deep dives/reports and evaluate the effectiveness of existing fraud prevention measures to derive action plans Drive continuous improvement in our Fraud Management landscape , notably working closely with Product & Engineering teams to enhance anti-fraud systems
• Stay up to date on the fast changing fraud landscape (industry trends, regulatory changes, tools, etc) and apply those learnings to enhance fraud prevention measures