Fraud Operations Analyst (Hybrid/Remote)

Pleo; United States; Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Your own Pleo card

Lunch provided or lunch allowance

Comprehensive private healthcare

25 days holiday + public holidays

Hybrid and remote working options

Mental health and well-being support

Paid parental leave

Job summary

Pleo is seeking a Fraud Operations Analyst to join our growing team. You’ll process alerts in real time, investigate cases end-to-end, triage requests, and manage chargeback-related work in a fast-moving fintech environment.

You’ll collaborate with Fraud Operations Specialists and the Legal team, maintaining detailed case records and contributing to detection improvements. English fluency and strong attention to detail are essential.

Qualifications

• Hands-on experience with fraud monitoring tools.
• Background in fraud operations, financial crime, payments, or customer operations.
• Highly detail-oriented and able to work within structured processes and SLAs.
• Calm and methodical under high case volumes.
• Clear written communication for internal and external queries.
• Fluent in English.
• Familiar with chargeback processes and card scheme rules (Mastercard/Visa).
• Knowledge of regulatory frameworks around liability (UK/EU).

Responsibilities

• Monitor and process fraud alerts generated by detection tools in real time, within SLA.
• Investigate card fraud cases end-to-end using Back Office systems; identify transactions, verify card details, flag suspicious activity, contain actions.
• Manage inbound fraud requests via Freshdesk queue, triage cases from Customer Support and route them correctly.
• Process and monitor the Fraud inbox and Customer Dispute Forms for chargeback-related cases.
• Document cases accurately in the case management system.
• Conduct liability assessments and escalate to Legal when required.
• Identify emerging fraud patterns and collaborate with Decision Intelligence for rule proposals and improvements.

Skills

Fraud monitoring

Payments knowledge

Customer operations

Attention to detail

Written communication

Tools

Freshdesk

Case management system

Job description

Pleo is seeking a Fraud Operations Analyst to join our growing team. You’ll process alerts in real time, investigate cases end-to-end, triage requests, and manage chargeback-related work in a fast-moving fintech environment.

You’ll collaborate with Fraud Operations Specialists and the Legal team, maintaining detailed case records and contributing to detection improvements. English fluency and strong attention to detail are essential.