Fraud Operations Analyst
Manila, Philippines
Fintech – Fraud /
Full-Time /
Remote
We are seeking a dedicated and detail-oriented Fraud Analyst to join our dynamic team. The ideal candidate will take on a pivotal role in our fraud prevention efforts, managing the operational side of the fraud team. This role involves overseeing customer success communication and processes related to fraud requests, maintaining relationships with third-party fraud vendors, and taking ownership of project management within the fraud prevention domain. If you are passionate about protecting our organization from fraudulent activities, possess excellent analytical skills, and have a knack for effective communication and project management, we encourage you to apply.
What would your day-to-day look like:
- Customer Success Communication:
- Handle and respond to fraud-related inquiries and concerns from customers promptly and professionally.
- Collaborate with the customer success team to ensure seamless communication and resolution of fraud-related issues.
- Maintain a customer-centric approach while addressing fraud concerns, ensuring a positive customer experience.
- Fraud Process Management:
- Develop and optimize processes for handling fraud requests, ensuring efficiency and accuracy.
- Investigate and analyze suspected fraudulent activities, making data-driven decisions to prevent and mitigate risks.
- Monitor and report on key fraud metrics and trends, identifying areas for improvement.
- Relationship Management:
- Cultivate and maintain strong working relationships with third-party fraud prevention vendors and partners.
- Collaborate with vendors to leverage their expertise and tools in the fight against fraud.
- Evaluate vendor performance and recommend changes or improvements as needed.
- Project Management:
- Lead and coordinate fraud prevention projects, from planning and execution to monitoring and reporting.
- Collaborate with cross-functional teams to implement fraud prevention measures and strategies.
- Ensure projects are completed on time and within budget, delivering measurable results.
Qualifications:
- Bachelor's degree in a related field.
- Proven experience in fraud prevention or related roles.
- Proficiency in project management methodologies and tools.
- Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions.
- Excellent communication skills, both written and verbal, for effective customer interactions and vendor relationships.
- Familiarity with fraud detection software, tools, and industry best practices.
- Detail-oriented with a commitment to maintaining data confidentiality and integrity.
- Ability to adapt to a fast-paced, evolving environment and work well under pressure.
- Experience in the payment, e-commerce or travel industry is a plus.
Benefits:
- Well-funded and proven startup with large ambitions, competitive salary
- Unlimited PTO
- WeWork All Access Pass OR Work-from-home stipend
- An entrepreneurial culture where pushing limits and taking risks is everyday business
- Open communication with management and company leadership
- Small, dynamic teams = massive impact
#posttoexternal
More about Hopper
At Hopper, we are on a mission to become the leading travel platform globally – powering Hopper’s mobile app, website and our B2B business, HTS (Hopper Technology Solutions). By leveraging massive amounts of data and advanced machine learning algorithms, Hopper combines its world-class travel agency offering with proprietary fintech products to bring transparency, flexibility and savings to travelers globally. We have developed several unique fintech solutions that address everything from pricing volatility to trip disruptions – helping people travel better and save more on their trips.
The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. Ranked the third largest online travel agency in North America, the Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.
While everyone knows us as the Gen Z and Millennial travel app, Hopper has evolved to become much more than that. In recent years, we’ve grown into a global travel agency and travel fintech provider that powers some of the world’s largest brands.
Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals. Today, our partners include leading travel brands like Capital One, Nubank, Air Canada and many more.
Here are just a few stats that demonstrate the company’s recent growth:
Hopper sells billion worth of travel and travel fintech every year. In 2023, over 1.3 billion trips were planned through the Hopper app and our HTS partnerships.
Our fintech products – including Price Freeze, Flexibility for Any Reason and Flight Disruption Assistance – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions.
Almost 30% of our app customers purchase at least one fintech product when making a booking; and consumers are 1.6x more likely to repurchase if they add fintech to their booking vs if they booked just travel.
Given the success of its fintech products, Hopper launched a B2B initiative, HTS (Hopper Technology Solutions), which represents more than 50% of the business.
Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels. As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. Other HTS partners include Air Canada, Uber, CommBank, Nubank, Flair Airlines with many more in the pipeline.
Featured in Apple’s Best of the App Store list of Essential Travel Apps in 2023 and recognized by the likes of Fast Company’s Most Innovative Companies, Hopper has been downloaded over 120 million times and continues to have millions of new installs each month. Hopper is now the #3 largest online travel agency in North America and 70% of our app customers are Gen-Z and millennials travelers.
Hopper has raised over $750 million USD of private capital and is backed by some of the largest institutional investors and banks in the world. Hopper is primed to continue its acceleration as the world’s fastest-growing mobile-first travel marketplace.
Come take off with us!
