Truemed

Fraud & Risk Operations Lead

Truemed

full-time

Posted on:

Location Type: Remote

Location: California • Texas • United States

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Job Level

Senior

Tech Stack

SQL

About the role

  • Detect, triage, and respond to fraud attacks (e.g., card testing, account takeover, refund/chargeback abuse, synthetic identity) using internal and external tools
  • Own incident response for risk events: contain, investigate, document, and drive remediation; participate in on-call/escalation coverage as needed
  • Perform high-judgment investigations and make consistent allow/deny/hold decisions for transactions, accounts, and partner activity
  • Build decision frameworks and escalation paths that balance fraud loss, customer experience, and regulatory/compliance constraints
  • Own dispute operations end-to-end, including the “minutiae”: monitoring and responding to dispute inquiries/alerts, customer communications, evidence gathering, representment submission, and deadline management
  • Maintain clean case notes and audit trails; ensure timely, accurate responses that maximize win rate while minimizing customer friction
  • Analyze dispute reason codes and inquiry drivers; implement prevention tactics (policy/process changes, product nudges, data sharing with Support/Ops) to reduce repeat disputes and friendly fraud
  • Define and track core risk metrics (fraud loss, net loss, chargeback rate, approval rate, manual review rate, false positives, backlog health)
  • Build reporting and propose/implement controls: velocity rules, blocklists/allowlists, step-up verification, 3DS/issuer strategy (where applicable), and policy updates
  • Work closely with Product/Engineering/Data to translate patterns into tooling and product changes (signals, rules, internal admin tools, case management)
  • Manage external relationships as needed (processors/acquirers, fraud vendors, card networks/issuers) and drive to underlying fixes, not just band-aids

Requirements

  • 3+ years in fraud, risk, trust & safety, investigations, or payments ops in a fintech, payments platform, marketplace, or high-scale consumer product
  • Strong payments fundamentals: card-not-present risk patterns, dispute/chargeback mechanics (including inquiries), and how controls impact approval rate + customer experience
  • Strong analytical ability; comfort with SQL, ability to build dashboards, and measure interventions
  • Demonstrated ability to run ambiguous, 0→1 operating problems: define processes, set metrics, create playbooks, and iterate quickly
  • Excellent written and verbal communication; calm, precise execution during incidents
  • High integrity and good judgment handling sensitive data and customer-impacting decisions.
  • Deep experience owning disputes/chargebacks, including inquiry handling, representment, and win-rate optimization (preferred qualification)
  • Familiarity with common fraud tooling and data sources (device/email/phone intelligence, KYC signals, chargeback tools, internal rule engines) (preferred qualification)
  • Experience partnering with Engineering/Data Science to build detection signals, internal tooling, or automated controls (preferred qualification)
  • Healthcare/benefits/regulated-financial-product experience (nice to have)
Benefits
  • Health insurance
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
fraud detectionrisk managementincident responsedispute operationsSQLdata analysisdashboard creationchargeback mechanicsdecision frameworksmetrics tracking
Soft Skills
analytical abilitycommunicationjudgmentproblem-solvingprocess definitioncalm executioncustomer experience focusintegritycollaborationadaptability