Fraud Operations Analyst

**About the role**

This role involves overseeing customer success communication and processes related to fraud requests, maintaining relationships with third-party fraud vendors, and taking ownership of project management within the fraud prevention domain.

If you are passionate about protecting our organization from fraudulent activities, possess excellent analytical skills, and have a knack for effective communication and project management, we encourage you to apply.

**What would your day-to-day look like**:

- ** Customer Success Communication**:

- Handle and respond to fraud-related inquiries and concerns from customers promptly and professionally.
- Collaborate with the customer success team to ensure seamless communication and resolution of fraud-related issues.
- Maintain a customer-centric approach while addressing fraud concerns, ensuring a positive customer experience.
- **
Fraud Process Management**:

- Develop and optimize processes for handling fraud requests, ensuring efficiency and accuracy.
- Investigate and analyze suspected fraudulent activities, making data-driven decisions to prevent and mitigate risks.
- Monitor and report on key fraud metrics and trends, identifying areas for improvement.
- **
Relationship Management**:

- Cultivate and maintain strong working relationships with third-party fraud prevention vendors and partners.
- Collaborate with vendors to leverage their expertise and tools in the fight against fraud.
- Evaluate vendor performance and recommend changes or improvements as needed.
- **
Project Management**:

- Lead and coordinate fraud prevention projects, from planning and execution to monitoring and reporting.
- Collaborate with cross-functional teams to implement fraud prevention measures and strategies.
- Ensure projects are completed on time and within budget, delivering measurable results.
- Bachelor's degree in a related field.
- Proven experience in fraud prevention or related roles.
- Proficiency in project management methodologies and tools.
- Proven experience in MySQL and data analytic tools
- Experience in fraud investigations, including handling escalations and providing actionable insights based on data analysis.
- Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions.
- Excellent communication skills, both written and verbal, for effective customer interactions and vendor relationships.
- Familiarity with fraud detection software, tools, and industry best practices.
- Detail-oriented with a commitment to maintaining data confidentiality and integrity.
- Ability to adapt to a fast-paced, evolving environment and work well under pressure.
- Experience in the payment, e-commerce or travel industry is a plus.

**Perks and benefits of working with us**:

- Well-funded and proven startup with large ambitions, competitive salary and upsides of pre-IPO equity packages
- Hopper offers group medical and dental insurance to full-time employees.
- Hopper offers life insurance with short term and long term disability coverage.
- All employees and dependents have access to telemedicine services, anytime, anywhere.
- Please ask us about our very generous parental leave, much above industry standards.
- Unlimited PTO.
- Carrot Cash travel stipend.
- Flexdesk Access Pass & Work-from-home stipend.
- Entrepreneurial culture where pushing limits and taking risks is everyday business.
- Open communication with management and company leadership.
- Small, dynamic teams = massive impact.

**About Hopper - Careers Page**

By leveraging massive amounts of data and advanced machine learning algorithms, Hopper developed a proprietary portfolio of fintech ancillaries that offer peace of mind when booking travel and address common customer pain points, including price volatility, trip flexibility, and avoiding trip disruptions.

The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. Ranked the third largest online travel agency in North America and named the #1 Most Innovative Travel Company in 2024 by Fast Company, the Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers - with 70% of its users being Gen Z and millennials.

In recent years, Hopper has evolved into a global travel agency and e-commerce and travel fintech provider that powers some of the world’s largest brands and financial institutions. Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals.

Today, our partners include leading travel brands like Capital One, Nubank, AirAsia MOVE, Air Canada, and many more. HTS operates sales channels that range from Hopper, the premier app for Gen Z in North America, to a worldwide network of travel rewards portals for credit card holders and mobile marketplaces for leading brands