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.

Key facts

What you'll do

• Evaluate frontline fraud cases to support business operations.
• Resolve escalations by working with various internal departments.
• Process Zendesk tickets and manage written correspondence for users, partners, and payment-related inquiries.
• Conduct phone outreach to customers regarding account recovery.
• Participate in squad projects and initiate improvements to existing risk processes.

Requirements

• Minimum 1 year of experience in risk management, customer experience, or payment operations, preferably within fintech.
• Minimum 1 year of experience using Zendesk.
• Availability to work Monday through Friday, 10AM to 7PM MST.
• Proven track record of meeting individual and team KPIs for quality and capacity.
• Strong communication and interpersonal abilities.
• Ability to work effectively in a team environment and solve problems independently.

Nice to have

• Experience working within a global team structure.

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.