Note: The job is a remote job and is open to candidates in USA. RealPage is seeking a Trust and Safety Analyst to support fraud-related escalations across its payments ecosystem. The role investigates suspected fraud, validates root causes using SQL and payment data, coordinates containment and incident response, and provides clear documentation and cross-functional updates.
Responsibilities
- Support intake, triage, investigation, and resolution of fraud-related escalations from customers, partners, banks, internal teams, and leadership
- Investigate urgent, sensitive, or non-standard fraud matters, including account takeover, business email compromise, tenant payment fraud, unauthorized activity, counterparty fraud, onboarding misses, and payment misuse
- Identify whether an escalation may require immediate containment, operational action, product or process remediation, compliance/legal review, or formal incident response
- Use SQL, payment data, account activity, case history, fraud tools, processor records, CRM data, and operational signals to investigate escalated fraud issues and validate root cause
- Document data reviewed, root cause, customer impact, actions taken, open risks, ownership handoffs, and recommended follow-up
- Track recurring escalation themes, fraud patterns, operational breakdowns, data gaps, tooling gaps, and control weaknesses
- Coordinate containment actions with the appropriate operational owners, including account restrictions, payment holds, enhanced reviews, limit adjustments, or customer/partner outreach
- Partner with Onboarding Risk Operations, Risk Monitoring Operations, Payment Operations, Customer Support, Product, Engineering, Legal, Compliance/AML, Risk Strategy & Policy, and Data Science as needed to resolve escalations timely and consistently
- Support fraud incident response through triage, case summaries, stakeholder updates, action tracking, and post-incident findings
- Support recovery and law enforcement engagement through technical investigation and documentation
- Coordinate with the appropriate operational owners on containment actions, including account restrictions, payment holds, enhanced reviews, limit adjustments, or customer/partner outreach
- Partner with Onboarding Risk Operations, Risk Monitoring Operations, Payment Operations, Customer Support, Product, Engineering, Legal, Compliance/AML, Risk Strategy & Policy, and Data Science as needed to support escalation resolution
- Provide clear, customer-sensitive, partner-ready, and executive-ready updates on escalation status, risk exposure, root cause, and resolution path
Skills
- 3–5 years of experience in fraud investigations, trust and safety, fraud operations, payments risk, financial crimes, incident response, technical risk operations, or related risk analytics roles
- Hands-on experience investigating fraud escalations, account activity, or payment-related risk in payments, fintech, banking, merchant acquiring, SaaS, marketplace, or digital platform environments
- Mandatory SQL experience, with the ability to independently query data, investigate account and transaction activity, validate root cause, and support escalation resolution
- Understanding of payments fraud, including card, ACH, bank account risk, unauthorized activity, disputes, chargebacks, returns, payout risk, account takeover, and onboarding risk
- Exposure to fraud typologies such as account takeover, business email compromise, synthetic identity, first-party misuse, counterparty fraud, onboarding fraud, stolen payment instruments, tenant payment fraud, or bust-out behavior
- Bachelor's degree in Criminal Justice, Finance, Risk Management, Data Analytics, Business, or related field, or equivalent practical experience
- Strong critical thinking, investigative judgment, and ability to connect data points across accounts, transactions, tools, and customer narratives
- Proactive, resourceful, and self-directed; able to learn new systems quickly, take ownership of ambiguous issues, and drive work forward with limited structure
- Ability to manage competing priorities, switch context effectively, and maintain accuracy while handling multiple active escalations or time-sensitive requests
- Clear written and verbal communication skills, including the ability to summarize complex fraud issues for customers, partners, internal stakeholders, and leadership
- Experience working across disconnected tools, imperfect data, payment systems, fraud platforms, CRM tools, processor portals, case management systems, or internal risk platforms
- While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear
- The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word
- May be required to sit and/or stand for long periods of time
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
- May be required to lift or move 10+ pounds
- Preferred experience with property management, rent payments, real estate technology, B2B payments, vendor payments, bill pay, embedded payments, merchant acquiring, or customer-facing fraud response
Benefits
- Health, dental, and vision insurance.
- Retirement savings plan with company match.
- Paid time off and holidays.
- Professional development opportunities.
- Performance-based bonus based on position.
- Certain roles are eligible for additional rewards, including annual bonus and sales incentives, depending on the terms of the applicable plan and role as well as individual performance.
- Remote work
Company Overview