Fraud Specialist Job at Stytch

Job Description

This position is needed to help combat fraud and abuse on our communications platform. We are looking for a curious, analytical and quick thinking individual to join our global Fraud Operations team. In this role, you will utilize a variety of tools to prevent, respond and mitigate instances of fraud and abuse across all of our products, protecting our customers and our platform. Twilio operates on a 24/7 model, so the ability to work weekends and holidays (as needed) is required.

Job Responsibility

Utilize a variety of tools to detect, review, respond and resolve instances of fraud and abuse of the Twilio products
conduct thorough investigations and risk assessments on cases of fraud and abuse and take mitigation actions based on Twilio’s policies
effectively communicate investigation outcomes to customers, stakeholders and external partners
identify trends and patterns of potential malicious behavior and work with peers and partners to document and report your findings
demonstrate subject-matter expertise utilizing existing resources and documentation as well as creating new relevant resources and documentation related to fraud prevention processes
contribute to cross-functional projects and initiatives with product, engineering, and legal teams focused on risk mitigation and fraud prevention
make decisions in ambiguous scenarios, potentially with limited guidance, while accounting for the risks and outcomes of such decisions
commit to protect Twilio customers and a global community of users through ongoing efforts to better identify potential fraudulent activity and helping the team to evolve tactics to be more effective
identifying the root cause and contributing factors during incident reviews, helping to continuously enhance Twilio’s tools and processes

Requirements

Willingness to work a non-traditional schedule
weekends, holidays and evenings may be required
2-3 years of experience in fraud, abuse or compliance in e-commerce, FinTech, or telecommunications
skillful in handling escalations from different partners and stakeholders
effective and empathetic communicator via written or verbal channels
accountable for Production, Quality, and User Satisfaction scores
experience working in a fast paced, ambiguous environment, with a strong bias for action

Nice to have

Demonstrated experience using SQL, Looker, Tableau or similar data extraction and data visualization tools
demonstrated experience collaborating with cross-functional teams on risk mitigation and fraud prevention initiatives
basic understanding of APIs and related telecommunication technologies in a tech environment
2-5 years experience working in a queue based/contact center environment, using CRM tools, email, chat, and office/internet browsing tools
time management skills, with the ability to work well under pressure and without constant supervision
curious mindset for continuous improvement

What we offer

Competitive pay
generous time off
ample parental and wellness leave
healthcare
a retirement savings program

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