Senior Fraud Operations Specialist

🕒 il y a 1 mois

🗽 New York – Distant

🗽 New York – Remote

💵 $60 000 - $68 000 / an

⏰ Temps Plein

🟠 Senior

⚙️ Opérations

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Aircall

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2014

📡 Télécommunications

☁️ SaaS

🏢 Entreprise

💰 Venture Round en 2022-02

Telecommunications • SaaS • Enterprise

Aircall est un fournisseur de premier plan de logiciels de centre d’appels dans le cloud, conçus pour rationaliser la téléphonie d’entreprise des sociétés de toutes tailles. Grâce à des fonctionnalités innovantes telles que l’intelligence conversationnelle alimentée par l’IA, le routage intelligent des appels et l’intégration fluide à plus de 100 applications, dont les principaux CRM comme Salesforce et HubSpot, Aircall améliore la productivité des équipes et la qualité des interactions clients. La plateforme s’appuie sur la technologie VoIP pour des opérations de centre d’appels virtuel, supprimant le besoin de matériel et permettant le travail à distance. Plébiscitée par plus de 19 000 entreprises dans le monde, Aircall adresse divers secteurs comme l’éducation, la finance et la santé, et propose une solution fiable et évolutive pour les besoins modernes de communication client.

Description

• 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

🎯 Exigences

• 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