Fraud Operations Analyst

Pleo; Lisboa; Hybrid; EUR 32,000 - 52,000; Full time

Benefits offered by this job

Pleo card

Lunch or meal allowance

Private healthcare

25 days holiday + holidays

Hybrid/remote options

Mental health support

Parental leave

Job summary

Pleo is hiring a Fraud Operations Analyst to join our team in improving detection, response, and containment of fraud across our spend management platform. You will work closely with Fraud Operations Specialists and the Manager to process alerts, investigate cases, and ensure customer protection in a fast-moving fintech environment.

This hands-on role offers growth and guidance, with a focus on building deep fraud expertise while maintaining SLAs and high-quality case documentation.

Qualifications

• Hands-on experience with fraud monitoring tools.
• Background in fraud operations, financial crime, payments or customer operations.
• Detail-oriented and comfortable with SLAs and structured processes.
• Clear written communication and ability to support external queries.

Responsibilities

• Monitor and process fraud alerts in real time within SLA.
• Investigate card fraud end-to-end using Back Office systems and contain activity.
• Manage inbound fraud requests via Freshdesk and triage cases.
• Process and monitor Fraud inbox and Customer Dispute Forms for chargebacks.
• Document cases in the case management system to avoid gaps.
• Conduct liability assessments and escalate to Legal when required.
• Identify emerging fraud patterns and collaborate with Decision Intelligence team to feed improvements.

Skills

Fraud tools

Fraud ops

Attention to detail

Structured processes

Written communication

English fluency

Regulatory knowledge

Job description

About Pleo

Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses 'go beyond'.

The word 'Pleo' actually means 'more than you'd expect', and living by that mantra has been the secret to our success over the last 10 years.

Now, we're at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we've got this whole thing figured out. And frankly, that's half the fun! What we can say is that we're a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together.

About The Role
Fraud doesn't sleep. And neither does our ambition to stop it.
At Pleo, we've built one of Europe's leading spend management platforms. But with scale comes risk, and our Fraud Operations Team plays a critical role in investigating, responding to, and mitigating fraud, turning detection signals into action and ensuring our customers are protected. And now, we're growing the team.

We're looking for a Fraud Operations Analyst to join us. You'll work closely with our Fraud Operations Specialists and Fraud Operations Manager to process fraud alerts, investigate cases, and make sure nothing slips through the cracks. This is a hands-on, operational role, perfect for someone who wants to build deep fraud expertise in a fast-moving fintech environment, with the structure and guidance to grow.

What You'll Be Doing

• Monitor and process fraud alerts generated by our detection tools in real time, within SLA

• Investigate card fraud cases end-to-end using our Back Office systems, identifying transactions, verifying card details, flagging suspicious activity, and taking containment actions

• Manage inbound fraud requests via our Freshdesk queue, triaging cases from Customer Support and routing them correctly

• Process and monitor the Fraud inbox and Customer Dispute Forms for chargeback-related cases

• Document cases accurately and thoroughly in our case management system so nothing falls through the gaps

• Conduct liability assessments on fraud cases, determining the appropriate outcome and escalating to our Legal team for final sign-off where required

• Proactively identify emerging fraud patterns and typologies from day-to-day casework, and collaborate with the Decision Intelligence team to feed insights into rule proposals and detection improvements

You’ll thrive in this role if you

• Have hands-on experience with fraud monitoring tools

• Have a background in fraud operations, financial crime, payments, or customer operations

• Are highly detail-oriented and comfortable working within structured processes and SLAs

• Can stay calm and methodical when case volumes are high

• Communicate clearly in writing, both internal and when supporting external queries

• Are fluent in English

• Are familiar with chargeback processes and card scheme rules (Mastercard/Visa)

• Have knowledge of relevant regulatory frameworks around liability, including UK and EU requirements

Show me the benefits

• Your own Pleo card (no more out-of-pocket spending!)

• Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office

• Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis

• We offer 25 days of holiday + your public holidays

• For our Team, we offer both hybrid and fully remote working options

• We use MyndUp to give our employees access to free mental health and well-being support with great success so far

• Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work