Fraud Operations Specialist 1

Job description

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

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.

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.

So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.