Remote Senior Analyst/Expert, Fraud Operations

Logo of Aircall

Aircall

📍Remote - Europe, Middle East, and Africa

Job highlights

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

Share this job:

Disclaimer: Please check that the job is real before you apply. Applying might take you to another website that we don't own. Please be aware that any actions taken during the application process are solely your responsibility, and we bear no responsibility for any outcomes.
Please let Aircall know you found this job on JobsCollider. Thanks! 🙏