Fraud Operations Specialist 1
See yourself at Twilio
Join the team as our next Fraud Operations Specialist.
About the job
This position is needed to help combat fraud and abuse on our communications platform.
We are looking for a curious, analytical and quick thinking individual to join our global Fraud Operations team. In this role, you will utilize a variety of tools to prevent, respond and mitigate instances of fraud and abuse across all of our products, protecting our customers and our platform.
Twilio operates on a 24/7 model, so the ability to work weekends and holidays (as needed) is required.
Responsibilities
In this role, you’ll:
Utilize a variety of tools to review, respond and resolve instances of fraud and abuse of the Twilio products, protecting our customers while offering them best-in-class support.
Conduct thorough investigations showcasing your analytical skills on cases of fraud and abuse, reviewing non-compliant traffic, and making decisions based on Twilio’s policies on how to enforce appropriately to prevent fraud while protecting legitimate businesses.
Use information available to determine potential malicious behavior and work with peers and partners to report your findings.
Seek to support and collaborate with a team of subject-matter experts, learning from the existing documentation and cases you are exposed to, gradually building skills and experience to achieve expertise and excellence.
Be prepared to make decisions in ambiguous scenarios, potentially with limited guidance, while accounting for the risks and outcomes of such decisions.
Commit to protect Twilio customers and a global community of users through ongoing efforts to better identify potential fraudulent activity and helping the team to evolve tactics to be more effective.
Help with identifying the root cause analysis and contributing factors during incident reviews, thus helping to continuously enhance Twilio’s tools and processes.
Manage escalations and engage with various stakeholders to achieve an optimal resolution.
Facilitate cross-functional collaboration and recognize gaps or improvement areas in controls and processes, escalating them to the manager.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
You have 1-3 years of experience in fraud, abuse or compliance in ecommerce, FinTech, or telecommunications, skillful in handling escalations from different partners and stakeholders.
You are an effective and empathetic communicator via written or verbal channels, where you were accountable for Production, Quality, and User Satisfaction scores.
You excel at collaborating with others in a multicultural global environment.
Time management skills, with the ability to work well under pressure and independently, managing multiple tasks effectively.
Experience working in a fast paced, ambiguous environment, with a strong bias for action.
Willingness to work a non-traditional schedule; weekends, holidays and evenings may be required.
Fluency in English & Spanish is required for this position.
Desired:
Basic knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools.
Basic understanding of APIs and related telecommunication technologies in a tech environment.
Knowledge of telecom fraud scenarios, anti-fraud strategies, and relevant tools.
Curious mindset for continuous improvement.
Location
This role will be remote, and based in Colombia
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
About the job
Apply for this position
Fraud Operations Specialist 1
See yourself at Twilio
Join the team as our next Fraud Operations Specialist.
About the job
This position is needed to help combat fraud and abuse on our communications platform.
We are looking for a curious, analytical and quick thinking individual to join our global Fraud Operations team. In this role, you will utilize a variety of tools to prevent, respond and mitigate instances of fraud and abuse across all of our products, protecting our customers and our platform.
Twilio operates on a 24/7 model, so the ability to work weekends and holidays (as needed) is required.
Responsibilities
In this role, you’ll:
Utilize a variety of tools to review, respond and resolve instances of fraud and abuse of the Twilio products, protecting our customers while offering them best-in-class support.
Conduct thorough investigations showcasing your analytical skills on cases of fraud and abuse, reviewing non-compliant traffic, and making decisions based on Twilio’s policies on how to enforce appropriately to prevent fraud while protecting legitimate businesses.
Use information available to determine potential malicious behavior and work with peers and partners to report your findings.
Seek to support and collaborate with a team of subject-matter experts, learning from the existing documentation and cases you are exposed to, gradually building skills and experience to achieve expertise and excellence.
Be prepared to make decisions in ambiguous scenarios, potentially with limited guidance, while accounting for the risks and outcomes of such decisions.
Commit to protect Twilio customers and a global community of users through ongoing efforts to better identify potential fraudulent activity and helping the team to evolve tactics to be more effective.
Help with identifying the root cause analysis and contributing factors during incident reviews, thus helping to continuously enhance Twilio’s tools and processes.
Manage escalations and engage with various stakeholders to achieve an optimal resolution.
Facilitate cross-functional collaboration and recognize gaps or improvement areas in controls and processes, escalating them to the manager.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
You have 1-3 years of experience in fraud, abuse or compliance in ecommerce, FinTech, or telecommunications, skillful in handling escalations from different partners and stakeholders.
You are an effective and empathetic communicator via written or verbal channels, where you were accountable for Production, Quality, and User Satisfaction scores.
You excel at collaborating with others in a multicultural global environment.
Time management skills, with the ability to work well under pressure and independently, managing multiple tasks effectively.
Experience working in a fast paced, ambiguous environment, with a strong bias for action.
Willingness to work a non-traditional schedule; weekends, holidays and evenings may be required.
Fluency in English & Spanish is required for this position.
Desired:
Basic knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools.
Basic understanding of APIs and related telecommunication technologies in a tech environment.
Knowledge of telecom fraud scenarios, anti-fraud strategies, and relevant tools.
Curious mindset for continuous improvement.
Location
This role will be remote, and based in Colombia
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.