Senior Analyst - Fraud Operations

November 6

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Aircall

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Call center software • VoIP • Cloud • Business phone system • Customer Support

501 - 1000

💰 Venture Round on 2022-02

Description

• Aircall is a place where voices are valued. • Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 20,000+ customers (and growing) to make authentic, human connections. • Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, or at home – everyone has a voice that is valued. • Whatever your background, wherever you’re from – we want you to join the conversation. Let’s talk. • At Aircall, we believe that effective fraud prevention is crucial in today’s competitive and fast changing telecommunications ecosystem. Our customers rely on us for secure and reliable communication: safeguarding their trust and our brand reputation is vital. We also need to ensure compliance with regulatory bodies, maintain product integrity and mitigate financial risks, while always ensuring we deliver the best possible customer experience. • In this context, we are looking for a talented Senior Analyst/Expert, Fraud Operations to join our extended Support Organization and be the leading Fraud Operations point of contact in our organization. You will play an instrumental role in shaping and executing Aircall’s fraud strategy as well as combating fraud with our operation teams on a daily basis. • You will report directly to the VP of Support & Customer Experience and collaborate closely with cross-functional teams, including Product, Engineering, and Customer-Facing teams (Sales, Success, Support, Porting and Billing). • This is a remote position based in France or Portugal.

Requirements

• 7+ years experience in Fraud Prevention Operations (also known as Risk Management or Trust & Safety) for a technology company, preferably within the TelCo sector • In-depth knowledge of telecom fraud patterns with the ability to think creatively and analytically to connect disparate data points and proactively identify emerging fraud risks • Proven capability in shaping fraud prevention strategies and detection rules, while carefully minimizing impact on legitimate customers • Exceptional written and oral communication skills. This means you have the ability to communicate with a wide variety of audiences about complex situations using plain language and have a proven track record in comprehensive case studies and risk evaluations • You have a customer-first mindset and demonstrated ability to provide exceptional internal and external customer care • Proficiency in SQL and business intelligence tools (Looker) with a demonstrated ability to leverage data analytics to influence business decisions • Proven collaboration skills with Product, Engineering, Operations and Data teams, focusing on enhancing detection and case management solutions through cross-functional projects • Strong background in crafting and upholding detailed policies and procedures, along with managing knowledge systems • Comfort with ambiguity and obscurity. We’re operating in uncharted waters, and the existing frameworks aren’t always applicable • You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership • A self-starter comfortable working with remote teams and in a highly independent role

Benefits

• Competitive salary package & benefits (health coverage, lunch, commute, sports)