Role Overview

Detect, triage, and respond to fraud attacks (e.g., card testing, account takeover, refund/chargeback abuse, synthetic identity) using internal and external tools
Own incident response for risk events: contain, investigate, document, and drive remediation; participate in on-call/escalation coverage as needed
Perform high-judgment investigations and make consistent allow/deny/hold decisions for transactions, accounts, and partner activity
Build decision frameworks and escalation paths that balance fraud loss, customer experience, and regulatory/compliance constraints
Own dispute operations end-to-end, including monitoring and responding to dispute inquiries/alerts, customer communications, evidence gathering, representment submission, and deadline management
Maintain clean case notes and audit trails; ensure timely, accurate responses that maximize win rate while minimizing customer friction
Analyze dispute reason codes and inquiry drivers; implement prevention tactics to reduce repeat disputes and friendly fraud
Define and track core risk metrics (fraud loss, net loss, chargeback rate, approval rate, manual review rate, false positives, backlog health)
Build reporting and propose/implement controls: velocity rules, blocklists/allowlists, step-up verification, 3DS/issuer strategy and policy updates
Work closely with Product/Engineering/Data to translate patterns into tooling and product changes
Manage external relationships as needed (processors/acquirers, fraud vendors, card networks/issuers) and drive to underlying fixes, not just band-aids

Requirements

3+ years in fraud, risk, trust & safety, investigations, or payments ops in a fintech, payments platform, marketplace, or high-scale consumer product
Strong payments fundamentals: card-not-present risk patterns, dispute/chargeback mechanics (including inquiries), and how controls impact approval rate + customer experience
Strong analytical ability; comfort with SQL, ability to build dashboards, and measure interventions
Demonstrated ability to run ambiguous, 0→1 operating problems: define processes, set metrics, create playbooks, and iterate quickly
Excellent written and verbal communication; calm, precise execution during incidents
High integrity and good judgment handling sensitive data and customer-impacting decisions.
Deep experience owning disputes/chargebacks, including inquiry handling, representment, and win-rate optimization (preferred)
Familiarity with common fraud tooling and data sources (device/email/phone intelligence, KYC signals, chargeback tools, internal rule engines) (preferred)
Experience partnering with Engineering/Data Science to build detection signals, internal tooling, or automated controls (preferred)
Healthcare/benefits/regulated-financial-product experience (nice to have)

Tech Stack

Benefits

Health insurance
Paid time off
Flexible work arrangements

Truemed

Open Positions (1)

Operations

Fraud & Risk Operations Lead