Lead Fraud Operations Analyst

Your Role: 

The Lead Fraud Operations Analyst is a key hire that will design and lead Apollo’s fraud operations program. They will be responsible for leading fraud investigations, managing dispute system performance, identifying fraud vulnerabilities, designing cross-team handling procedures and training Support teams on verification and handling procedures. The ideal candidate will have experience building fraud operations programs from the ground up, measuring impact and priority through basic data analysis, and demonstrate effective communication and prioritization skills.

Daily Adventures & Responsibilities:

• Fraud Escalations and Investigations
• Investigate customer-reported events such as account takeover, anomalous activity and abuse reports.
• Review, classify and respond to chargebacks due to fraud.
• Investigate volumetric/anomaly alerts generated by Apollo’s fraud detection services.
• Perform attribution analysis of scaled fraud events through data analysis.
• Handle external brand abuse cases and takedowns.
• Quantify, typify fraud actor behavior and TTPs.
• Recommend and deliver fraud controls through business rule development, deployment and documentation.
• Optimize Fraud Investigation Handling Procedures
• Build fraud event classification and retroactive analysis processes across Fraud, Security, Support, Billing and Sales.
• Identify and incorporate key data sources for manual and automated investigation enhancements.
• Perform Root-Cause Fraud Vulnerability Analysis
• Determine functional fraud vulnerabilities and partner with Product to prioritize remediation.
• Review external fraud actor activity and leverage open source intelligence techniques for threat actor profiling.

• Train Customer-Facing Teams on Verification and Identification Methodologies
• Design low-friction KYB/KYC and asynchronous verification procedures.
• Coach and lead junior Fraud Analysts and non subject-matter experts.
• Program Ownership and Leadership
• Build operational flows and teams from basic to advanced capabilities.
• Self-measured outcome performance and impact projections prior to system or process change.
• Comfortability presenting to multiple levels of internal and external leadership.
• Plan, lead and manage daily fraud operations activities for team and self.

What We're Looking For:

• 5+ years of experience in fraud investigations or similar operations roles.
• Demonstrable SQL-based querying skills (Simple queries such as inner/outer joins, CTEs). 
• Hands-on experience managing dispute system performance, chargeback evidence and strategic KPI development.
• Vendor relationship and service performance management - experience running proof-of concept projects.
• Experience creating, writing, and providing training on complex operational processes for customer facing or fraud teams.
• Ownership of fraud system performance and data-driven business rule creation.
• An inquisitive and investigative nature: You are driven by curiosity and seek answers to problems by sifting through messages, logs and tangible evidence to understand the mindset and actions of an attacker.
• Willingness and desire to work independently and problem-solve with visionary guidance.
• Positive, learning mindset along with a detail-oriented, analytical approach to problem solving.
• Comfort with team resource prioritization and letting “small fires burn.”
• People management experience is preferred but not required.
• You are excited about working remotely and have the skills and self-discipline to do so effectively.
• Excellent written and spoken English proficiency.