Job Description:
• 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 appropriate actions
• Perform dispute/chargeback intake and support; document findings and actions within service-level agreements
• Use analytic tools and datasets to detect, monitor, and mitigate emerging fraud threats; escalate trends and recommend rule/process changes
• Develop and maintain documentation for fraud operations procedures, decisioning guidelines, and playbooks
• Generate reports analyzing performance, loss drivers, and rule effectiveness; synthesize insights for stakeholders
• Identify process improvements and partner with Technology/Operations to implement enhancements
• Train internal teams on fraud patterns, prevention measures, and best practices
• Provide backup support for Risk & Payments processes, including ACH, wire, and AML reviews
• Process ACH returns end-to-end, including reviewing codes, researching and reconciling returned items, and communicating outcomes
• Support collections by tracking delinquent accounts, conducting outreach and recovery efforts, documenting arrangements, and escalating accounts
• Use AI tools and machine learning models to triage alerts, summarize case evidence, accelerate investigations, validate outputs, and tune models
• Identify repetitive manual work and partner with internal teams to automate workflows, alerts, and reporting
• Contribute to departmental and company-wide OKRs
• Perform other duties as assigned
Requirements:
• 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, including generative AI assistants and ML-based risk scoring
• Ability to write effective prompts and critically validate AI-generated output
• Exposure to automation and AI tools such as Claude, Devin, and ChatGPT
• Curiosity and adaptability toward emerging technology
• Strong research, analytical, and problem-solving skills with keen attention to detail
• Excellent oral and written communication skills; ability to distill complex issues clearly for non-technical audiences
• Highly effective time-management and planning skills; ability to manage queues and deadlines with minimal supervision
• Ability to develop effective working relationships and excel in a cross-functional, fast-paced environment
Benefits:
• 80% Company-Subsidized Medical, Dental, & Vision
• Flexible PTO + Federal Reserve Bank Holiday Schedule
• 401(k) with 3% Match
• ClassPass Credits & Gym Membership Subsidies
• Sponsored Learning & Development Opportunities
• Remote-First Culture
• Ego-free team of high-performers valuing transparency, collaboration, and constant improvement