Overview
The Fraud Agent functions as a primary defense specialist, distinct from a customer support role. You will be responsible for the proactive detection, investigation, and mitigation of sophisticated fraud patterns, including (but not limited to) scam activity, account takeovers (ATO), and payment fraud/abuse. This role requires an adversarial, proactive mindset to protect the ecosystem while maintaining strict adherence to regulatory and departmental SLAs.
Responsibilities
- Adversarial Analysis: Perform deep-dive investigations into account anomalies, utilizing device fingerprinting, IP analysis, and behavioral biometrics to identify social engineering patterns.
- High-Stakes Decisioning: Make final disposition decisions for high-risk funding and transaction activities, by applying established procedures and investigative judgment to resolve complex cases.
- Technical Documentation: Compose evidentiary-grade case notes that clearly articulate the rationale for a decision, ensuring a defensible audit trail for compliance.
- Queue Integrity: Manage high-volume triage queues with a focus on qualitative accuracy over transactional volume to ensure no high-risk alert is overlooked.
Qualifications
Mandatory Requirements
- Experience: Minimum 1+ year of direct experience in Fraud Prevention, AML, or KYC within the financial services or payments industry. General customer support experience will not be considered a substitute for this specialized requirement.
- Technical Proficiency: Ability to pass a standard typing test (recommended benchmark: 45+ WPM with high accuracy).
- Analytical Writing: Demonstrated ability to synthesize complex data into clear, professional documentation.
- Education: High school diploma required; college degree or vocational certification is a plus.
Behavioral Attributes & Mindset
- Healthy Skepticism: The ability to look beyond a superficial or "polite" customer interaction to identify underlying red flags or discrepancies.
- Precision-Oriented: Maintain a low tolerance for error, recognizing that a single oversight can lead to significant financial loss.
- Metric-Driven Integrity: Thrives in a structured environment where performance is measured by decision quality and accuracy rather than just volume.
Operation Goal
- A successful Investigator must master the "Fraud Paradox"—implementing aggressive friction for bad actors while ensuring a seamless, low-friction experience for legitimate members.
- Success is measured by the ability to stop loss without compromising the customer's trust in the platform.
