Risk Investigation Lead-Rotational Shift

Role & responsibilities

We are seeking a detail-oriented Risk and Fraud Escalations Agent to join our E-commerce Payment Operations team. In this role, you will be responsible for investigating, analyzing, and resolving complex fraud cases while protecting our company and customers from financial losses.

Key Responsibilities

• Investigate and resolve escalated fraud cases requiring in-depth analysis and decision-making
• Review flagged transactions and determine appropriate actions based on risk assessment
• Monitor and identify emerging fraud patterns and trends in e-commerce payments
• Analyze Account Takeover (ATO) attempts and implement preventative measures
• Investigate chargeback claims and distinguish between legitimate disputes and friendly fraud
• Collaborate with cross-functional teams to improve fraud detection systems
• Document fraud cases and maintain detailed records of investigations
• Provide recommendations to enhance fraud prevention strategies
• Stay current with industry fraud trends and prevention techniques
• Support the development of fraud rules and risk models

Required Skills & Experience

• 7+ years of experience in fraud investigation, risk management, or payment operations
• Strong understanding of e-commerce payment ecosystems and fraud typologies
• Experience with fraud detection tools and transaction monitoring systems
• Analytical mindset with excellent problem-solving abilities
• Knowledge of common fraud schemes including:
• Account Takeover (ATO) fraud
• Friendly fraud/false chargebacks
• Card testing fraud
• Synthetic identity fraud
• Triangulation fraud
• Refund fraud
• Familiarity with payment card industry (PCI) compliance requirements
• Excellent written and verbal communication skills
• Ability to work in a fast-paced environment and manage multiple priorities

Preferred Qualifications

• Experience or exposure with major e-commerce platforms and payment gateways