Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Fraud Investigation ADP Payroll Fraud Detection Cross-Functional Collaboration Datadog Data-Driven Decision Making Case Management Tools Escalation Management Incident Management Fraud Detection +13 more

Other Skills

•
Decision Making
•
Incident Reporting
•
Trustworthiness
•
Non-Verbal Communication
•
Accountability
•
Teamwork
•
Proactivity
•
Analytical Thinking
•
Prioritization
•
Problem Solving

Roles & Responsibilities

5+ years of experience in Fraud Prevention, Risk Management, or Trust & Safety at a technology company
Proficiency in data analytics tools (Looker, Datadog, SQL or equivalent) and ability to extract data for ad-hoc analyses independently
Solid judgment handling complex, high-impact fraud cases and ability to make data-driven decisions under ambiguity
Hands-on experience reviewing KYC and KYB documentation as part of fraud or risk assessment processes

Requirements:

Investigate and resolve complex, high-impact fraud cases originating from internal teams and partner channels, applying analytical judgment and thorough documentation
Manage complex escalations and make data-backed final decisions with direct business impact, ensuring decisions are documented and supported by data
Conduct advanced data analysis using tools such as Looker, Datadog, SQL, HEX to identify emerging fraud patterns, quantify risk and support data-driven decisions
Review and assess KYC (Know Your Customer) and KYB (Know Your Business) documentation to evaluate customer risk profiles and flag suspicious onboarding activity

Aircall

Telecommunication Services

About Aircall

Aircall is the customer communication and engagement platform, designed for sales and support teams. It is an entirely cloud-based voice solution, easy to use, reliable and integrated with all CRMs and critical business and conversational tools such as Salesforce, HubSpot, Intercom, Slack, Gong, and many others. Through a combination of its powerful software and dedicated people, Aircall helps SMBs drive productivity and turn customer and employee satisfaction into key growth drivers. Aircall has expanded its international footprint and currently has over 700 employees from 40 nationalities spread over 6 offices and was named one of Built In’s Best Places to Work. As part of the Deloitte Fast 500 list, Aircall achieved centaur status after securing over $100 million in annual recurring revenue earlier in 2022.

Company type: Unicorn

Industry: Telecommunication Services

Founded: 2018

Company size: 501 - 1000

Website LinkedIn See all jobs →

Job description

We are seeking a dedicated and detail-oriented Senior Fraud Operations Specialist to join our Fraud Ops team. In this senior role, you will lead complex fraud investigations and drive data-informed decisions that directly protect Aircall's services and customers.

Reporting to our Fraud Operations Manager, you will also be a key escalation point for the team and help define and shape processes related to fraud prevention and detection.

Key Responsibilities:

Diligently investigate and resolve complex, high-impact fraud cases originating from internal teams (Engineering, Sales, Success, Billing Support, Number Operations) and carrier partners, applying strong analytical judgment and clear documentation

Handle complex escalations and take difficult final decisions with direct business impact, ensuring every decision is thoroughly documented and backed by data

Conduct advanced data analysis using tools such as Looker, Datadog, SQL, HEX and similar platforms to identify emerging fraud patterns, quantify risk and support data-driven decisions

Review and assess KYC (Know Your Customer) and KYB (Know Your Business) documentation to evaluate customer risk profiles and flag suspicious onboarding activity

Partner with customer account owners and cross-functional stakeholders to communicate fraud findings clearly and support resolution

Assist the Fraud Operations Manager in identifying process improvement opportunities and contribute to the refinement of fraud detection and prevention practices

Accurately document fraud attempts, trends and loss events to support reporting and continuous improvement efforts

Qualifications:

5+ years of experience in Fraud Prevention, Risk Management, or Trust & Safety at a technology company
Proficiency in data analytics tools (Looker, Datadog, SQL or equivalent). You are comfortable extracting data for your ad-hoc analyses independently
Solid judgment when handling complex, high-impact fraud cases. Able to make well-supported, data-driven decisions under ambiguity
Hands-on experience reviewing KYC and KYB documentation as part of fraud or risk assessment processes
Experience with ATO (account takeover) detection and response, including containment workflows and post-incident monitoring
Experience with fraud detection tools, case management platforms (e.g. Zendesk), and industry best practices
Exceptional written and oral communication skills. Able to convey complex fraud scenarios to varied audiences in plain language, with clear and actionable conclusions
Highly proactive, organized, and accountable. Capable of ruthless prioritization across concurrent cases and comfortable escalating blockers without being prompted
Customer-first mindset with a track record of strong internal and external stakeholder management
Nice to have: experience in the TelCo sector, familiarity with telecom fraud vectors (e.g. toll fraud, phishing, callback scams) is a strong plus