Fraud Operations Specialist 1

hace 5 meses

Bogota, Colombia Twilio A tiempo completo

**See yourself at Twilio**:
Join the team as our next Fraud Operations Specialist 1.

**Who we are & why we're hiring**:
Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

**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.

This is a full time role, located in Colombia. 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 will:

- 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 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.
- You will use information available to determine potential malicious behavior and work with peers and partners to report your findings.
- 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.

**Qualifications**:
**Required**:

- Fluency in English & Spanish is required for this position.
- Willingness to work a non-traditional schedule; weekends, holidays and evenings may be required.
- You have 1-2 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.
- Experience working in a fast paced, ambiguous environment, with a strong bias for action.

**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.
- Time management skills, with the ability to work well under pressure and without constant supervision.
- Curious mindset for continuous improvement.

**Location**

This role will be remote and based in Colombia.

**What We Offer**:
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

**Twilio thinks big. Do you?**:
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

If this role isn't what you're looking for, please consider other open positions.

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