Under the direct supervision of the Sr. Manager, Risk and Payments, the Fraud Analyst will focus on real-time fraud monitoring, investigations, dispute/chargeback support, client outreach, and reporting to protect cardholders and program funds. The role requires close collaboration with internal teams and external partners to ensure timely, accurate decisions and smooth processing flows.
Key Responsibilities
- Monitor real-time transaction queues and decision incidents; investigate and resolve fraud alerts and reported cases.
- Engage with clients to validate transactional behavior, collect evidence, and determine the appropriate course of action.
- Perform dispute/chargeback intake and support; document findings and actions within established service-level agreements.
- Utilize analytic tools and datasets to detect, monitor, and mitigate emerging fraud threats; escalate trends and recommend rule/process changes.
- Develop and maintain clear documentation for fraud operations procedures, decisioning guidelines, and playbooks.
- Generate comprehensive reports to analyze performance, loss drivers, and rule effectiveness; synthesize insights for stakeholders.
- Assist in identifying process improvement opportunities and partner with Technology/Operations to implement enhancements.
- Provide training and education to internal teams on fraud patterns, prevention measures, and best practices.
- Provide backup support for the Risk & Payments team’s processes as needed (e.g., ACH/Wire/AML reviews).
- Process ACH returns end-to-end: review return and reason codes, research and reconcile returned items, and communicate outcomes to clients and internal teams.
- Provide collections support when needed: track delinquent accounts, conduct client outreach and recovery efforts, document repayment arrangements, and escalate accounts for write-off or third-party placement in line with policy.
- Use AI tools and machine learning models to triage alerts, summarize case evidence, and accelerate investigations; validate AI-generated output and provide feedback to tune models and reduce false positives.
- Identify manual, repetitive work across fraud, ACH processes and partner with internal teams to automate workflows, alerts, and reporting
- Contribute to achieving departmental and company-wide OKRs (Objectives and Key Results).
- Perform other duties as assigned.
Skills, Knowledge and Expertise
- Experience working in banking, fintech, or card payment industries.
- 2+ years of fraud or finance-related experience in an Operations or Fraud department.
- Intermediate to advanced skills in Microsoft Excel and Microsoft Office; proficiency with Gmail and Google Sheets.
- Experience with fraud platforms, case management systems, and dispute/chargeback workflows (VISA/Mastercard) preferred.
- Comfort using AI tools in a day-to-day operations setting (e.g., generative AI assistants, ML-based risk scoring); able to write effective prompts and critically validate AI-generated output.
- Exposure to automation and AI tools such as; Claude, Devin, ChatGPT, etc..
- Curiosity and adaptability toward emerging technology; interest in redesigning manual processes rather than simply executing them.
- Strong research, analytical, and problem-solving skills with keen attention to detail.
- Excellent oral and written communication skills; able to distill complex issues clearly for non-technical audiences.
- Highly effective time-management and planning skills; able to manage queues and deadlines with minimal supervision.
- Ability to develop effective working relationships and excel in a cross-functional, fast-paced environment.
Benefits
Our People: Join an ego-free team of high-performers who value transparency, collaboration, and constant improvement.
Health: 80% Company-Subsidized Medical, Dental, & Vision.
Time Off: Flexible PTO + Federal Reserve Bank Holiday Schedule.
Finance: 401(k) with 3% Match.
Wellness: ClassPass Credits & Gym Membership Subsidies.
Growth: Sponsored Learning & Development Opportunities.
Location: Remote-First Culture.
Salary: 50000 - 60000 USD per year
