Senior Fraud Operations Specialist

🕒 May 7

🗽 New York – Remote

🗽 New York – Remote

💵 $60k - $68k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Aircall

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

📡 Telecommunications

☁️ SaaS

🏢 Enterprise

💰 Venture Round on 2022-02

Telecommunications • SaaS • Enterprise

Aircall is a leading provider of cloud-based call center software, designed to streamline business phone communications for companies of all sizes. With innovative features like AI-powered conversation intelligence, smart call routing, and seamless integration with over 100 applications including major CRMs like Salesforce and HubSpot, Aircall enhances team productivity and customer interaction. The platform supports VoIP technology for virtual call center operations, eliminating the need for hardware and allowing for remote work. Trusted by over 19,000 companies worldwide, Aircall caters to various industries such as education, finance, and healthcare, offering a reliable and scalable solution for modern customer communication needs.

📋 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

🎯 Requirements

• 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