Senior Analyst / Expert, Fraud Operations - Remote based in Portugal or France

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.

Your mission at Aircall

Your time will be divided between operational responsibilities and subject matter expertise.

50% - Operational duties: act as primary escalation point for complex and sensitive fraud cases originating from customers, carrier partners or internal teams and help Fraud Operations as a whole perform effectively (speed of execution, escalation rate reduction, error rate reduction)

• Conduct timely investigations for complex and sensitive fraud cases escalated to you by Frontline Support teams, driving them to resolution, using data and industry best practices
• Own Fraud Operations policies and procedures: Develop and maintain comprehensive Fraud investigation and prevention policies and procedures, in adherence with regulatory requirements and industry standards
• Provide training and support to Frontline Support teams, ensuring they are equipped to autonomously manage fraud investigation, reducing need for escalation

50% - Fraud Subject Matter Expertise duties: drive Fraud advancement in a variety of forms (such as systems, processes, ad-hoc analysis, proactive alerting definition and calibration - all conducted in close collaboration with Product, Engineering and Operations teams) while maintaining high customer experience standards.

• Perform data monitoring and analysis to identify and mitigate potential fraud risks and suspicious activities
• Conduct regular fraud risk assessments, build ad-hoc deep dives/reports and evaluate the effectiveness of existing fraud prevention measures to derive action plansDrive continuous improvement in our Fraud Management landscape, notably working closely with Product & Engineering teams to enhance anti-fraud systems
• Stay up to date on the fast changing fraud landscape (industry trends, regulatory changes, tools, etc) and apply those learnings to enhance fraud prevention measures

What you need to succeed in this role

• 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