Risk Operations Specialist

About the role

You will join the Risk and Compliance team to protect our payment platform from fraud and unauthorized activity. This position involves direct decisioning, customer interaction, and cross-functional collaboration to maintain the security and stability of our financial services. You will own the evaluation of frontline fraud cases to support business operations and ensure compliance standards are met. In this capacity, you will resolve escalations by working closely with various internal departments to find efficient and secure solutions. A core part of your responsibility will be processing Zendesk tickets and managing written correspondence for users, partners, and payment-related inquiries. You will also conduct phone outreach to customers regarding account recovery and help restore access securely. Furthermore, you will participate in squad projects and initiate improvements to existing risk processes to enhance overall efficiency. Your work will directly contribute to the integrity and reliability of Melio's payment ecosystem.

Key facts

What you'll do

• Evaluate frontline fraud cases to support business operations and identify potential risk patterns.
• Resolve escalations by working with various internal departments to ensure timely and secure resolutions.
• Process Zendesk tickets and manage written correspondence for users, partners, and payment-related inquiries with clarity.
• Conduct phone outreach to customers regarding account recovery while maintaining a high level of empathy and professionalism.
• Participate in squad projects and initiate improvements to existing risk processes to drive operational excellence.
• Monitor transaction activities and apply risk assessment and fraud decisioning frameworks to determine appropriate actions.
• Utilize payment operations knowledge to analyze payment flows and identify anomalies or potential fraud indicators.
• Manage KPI management metrics to ensure adherence to quality and capacity standards set by the team.
• Leverage Zendesk as the primary tool for tracking, documenting, and resolving support cases efficiently.
• Collaborate with cross-functional teams to gather insights and develop strategies that reduce fraud exposure.
• Document findings and decisions related to risk assessments to ensure transparency and audit readiness.
• Contribute to the development of best practices within the Risk and Compliance team through active participation.
• Support the implementation of new tools and procedures that enhance the effectiveness of fraud prevention measures.
• Act as a frontline defender of the payment platform by balancing security with a positive customer experience.

Requirements

• Minimum 1 year of experience in risk management, customer experience, or payment operations, preferably within fintech.
• Minimum 1 year of experience using Zendesk to manage support tickets and user inquiries effectively.
• Availability to work Monday through Friday, 10AM to 7PM MST to align with core business hours and customer needs.
• Proven track record of meeting individual and team KPIs for quality and capacity in a fast-paced environment.
• Strong communication and interpersonal abilities to interact with customers and collaborate with colleagues.
• Ability to work effectively in a team environment and solve problems independently when required.
• Understanding of compliance principles and a commitment to adhering to company policies and regulatory standards.
• Willingness to follow established procedures while also contributing ideas for process improvement.

Nice to have

• Experience working within a global team structure and collaborating with colleagues across different time zones.

Skills & tools

• Zendesk
• Risk assessment and fraud decisioning
• Payment operations
• KPI management

Practical notes

• Benefits include medical, dental, and vision insurance with 100% coverage, plus FSA and HSA options.
• Compensation includes 401K matching and stock options.
• The company provides paid time off for vacation, sick leave, holidays, parental leave, and wedding days.
• The role is remote within Colorado, with occasional in-person team sessions and social events.
• Candidates must be authorized to work in the United States without sponsorship for this position.
• Applicants must meet the specific eligibility criteria outlined in the requirements section.
• The work schedule requires availability during specified business hours as noted in the key facts section.
• This position involves exposure to sensitive customer data and requires adherence to strict confidentiality agreements.
• Successful candidates will undergo background checks as part of the hiring process.
• The role may involve participation in security training and compliance onboarding programs.
• All employees are expected to uphold Melio's code of conduct and ethical standards in every interaction.
• The remote nature of the role requires reliable internet connectivity and a suitable workspace.
• Travel is not required for this position, but occasional in-person meetings may be requested.
• Visa sponsorship is not available for this role at this time.
• The deadline for applications is not specified, but early submission is encouraged to ensure full consideration.
• This job description is subject to change based on business needs and evolving responsibilities.