Lead Fraud Operations Analyst

The Lead Fraud Operations Analyst is a core Fraud team member that performs and leads complex product abuse and fraud investigations. They will be responsible for independently handling fraud investigations, identifying fraud vulnerabilities, designing cross-team handling procedures and training Support teams on verification procedures. The ideal candidate will have experience performing technical product investigations from ticket/escalation to data analysis and source-code review. This role will challenge you to think "outside-the-box" and requires effective communication and prioritization skills.

Daily Adventures & Responsibilities:

• Fraud Escalations and Investigations

  • Investigate customer-reported events such as account takeover, anomalous activity and abuse reports.
  • Review, classify and respond to chargebacks and events due to fraud.
  • Investigate volumetric/anomaly alerts generated by Apollo’s fraud detection services.
  • Perform attribution analysis of scaled fraud events through data analysis (SQL/Python).
  • Handle external brand abuse cases and takedowns.

• Optimize Fraud Investigation Handling Procedures

  • Build fraud event classification and retroactive analysis processes across Fraud, Security, Support, Billing and Sales.
  • Identify and incorporate key data sources for manual and automated investigation enhancements.

• Perform Root-Cause Fraud Vulnerability Analysis

  • Determine functional fraud vulnerabilities and partner with Product/Engineering to prioritize remediation.
  • Review external fraud actor activity and leverage open source intelligence techniques for threat actor profiling.

• Train Customer-Facing Teams on Verification and Identification Methodologies

  • Design low-friction KYB/KYC and asynchronous verification procedures.
  • Coach and lead junior Fraud Analysts and non subject-matter experts.
  • Collaborate with customer-facing Support staff regularly on customer issues.

What We're Looking For:

• 5+ years of experience in fraud investigations or similar operations roles.
• Demonstrable SQL-based querying skills (Simple queries such as inner/outer joins, CTEs). Experience with MongoDB is a significant plus.
• Chargebacks, disputes and ACH are familiar terms of which you understand the full lifecycle.
• Familiarity with rules-based fraud rule development such as Stripe Radar, Signified etc (we do not require specific vendor experience).
• Experience creating, writing, and providing training on complex operational processes for customer facing or fraud teams.
• An inquisitive and investigative nature: You are driven by curiosity and seek answers to problems by sifting through messages, logs and tangible evidence to understand the mindset and actions of an attacker.
• Willingness and strong desire to work independently and problem-solve with visionary guidance.
• Positive, learning mindset along with a detail-oriented, analytical approach to problem solving.
• Comfort with self-prioritization and letting “small fires burn.”
• You are excited about working remotely and have the skills and self-discipline to do so effectively.
• Good written and spoken English proficiency.