aircall - Senior Fraud Operations Specialist
Requirements
• 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
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
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