Product Operations Specialist, Risk

• Own the day-to-day resolution of risk and fraud cases for the HELOC product
• Review and action risk alerts, monitor transactions, investigate flagged accounts and suspected fraud or account takeover, perform identity verification on failed authentication (magic link) events, and conduct homeowner cashout review
• Communicate directly with borrowers to verify activity and resolve issues, and serve as the escalation point for risk events, escalating to Business Credit Risk, Compliance, or Tech as needed
• Manage a high volume of cases accurately and within established service-level timelines
• Cross-train on and support the broader post-approval operations casework, including HELOC closing and recording issue resolution, account booking, AVM requests, customer dispute investigation and resolution, and vendor coordination
• Provide coverage for the operations team as needed and communicate directly with borrowers to drive issue resolution
• Support audits, compliance reviews, and internal reporting across risk and operations workflows
• Identify areas of efficiency improvement and automation across the risk and operations workflows
• Surface where manual processes can be streamlined or automated, help define the requirements for those improvements, and partner with Engineering, Product, and vendors to implement them over time
• Help determine which work is ready to automate and which still requires the investigative human layer
• Define and maintain standard operating procedures across the risk function and the cross-trained operations work, updating them as common issues emerge
• Support the related change management efforts
• Perform other duties as assigned based on business needs

• High School Diploma or equivalent required
• Associate’s or Bachelor’s degree in Business, Finance, or related field preferred
• 3–5 years of experience in payment operations, transaction monitoring, fraud operations, or risk operations, ideally in fintech or financial services
• Hands-on experience reviewing fraud alerts, investigating transaction disputes, performing account verification, and resolving risk and operations cases
• Ability to manage a high volume of cases with accuracy and within established service-level timelines
• Strong analytical, organizational, and problem-solving skills with sharp attention to detail and risk awareness
• Ability to identify inefficiencies and opportunities for automation, and to help define and implement process improvements
• Familiarity with fraud-detection platforms and automated decisioning a plus
• Effective written and verbal communication skills
• ability to coordinate cross-functionally with Compliance, Risk, Product, and Engineering teams, and to communicate directly with borrowers
• Proficiency in CRM and case management systems and digital operations tools
• Ability to operate independently and build processes from scratch in a fast-paced, greenfield fintech environment

Familiarity with fraud-detection platforms and automated decisioning a plus