Senior Fraud Operations Specialist

Remote NY

Customer Experience – 14003 - Support Ops /

Permanent Full Time Employee /

Remote

We are seeking a dedicated and detail-oriented Senior Fraud Operations Specialist to join our Fraud Ops team. In this senior role, you will lead complex fraud investigations and drive data-informed decisions that directly protect Aircall's services and customers.

Reporting to our Fraud Operations Manager, you will also be a key escalation point for the team and help define and shape processes related to fraud prevention and detection.

Key Responsibilities:

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

Qualifications:

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

$60,000 - $68,000 a year

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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