Operations Analyst, Fraud Operations
Lisbon / Poland - Remote / Ireland - Remote / United Kingdom - Remote / Barcelona / Netherlands - Remote / Mexico - Remote
Operations – Customer Operations /
Contractor /
Remote
About MoonPay 🌖💸
Hi, we’re MoonPay. We’re here to onboard the world to Web3.
Why? Because we think Web3 is a unique and democratising technology. It gives people back control of their money, digital identity, data, and property like nothing else before it.
What we do
We’re the leading infrastructure company in Web3. This means we offer our partners everything from payment solutions (we call them 'Ramps') to minting software for digital collectibles, like NFTs. And over 20 million people around the world now trust our products — just take a look on Trustpilot.
We’re also big on collaborations. And we've worked on stunts, drops, and partnerships with some of the world's most prestigious and forward-thinking brands.
But that’s not all. We have also built our own consumer app because we wanted to see if we could build a better Web3 account. It’s taken off in a big way, and we're working hard to continually improve it and to strive for perfection.
So whatever your background, we’re sure there’s something for you here. Come help us build the future of Web3 and digital ownership.
Locations Supported 🌍
Lisbon, Ireland, Poland, UK, Barcelona, Netherlands, Mexico (Remote)
Role Details
This is a 6 month contractor role, with an opportunity to become a full time, salaried employee
About the Opportunity ✍️
MoonPay is a global team imagining and building the products and culture of tomorrow.
We’re driven by our deep belief that blockchain technology will become the status quo, so we commit all our talent to creating the best web3 experiences for everyone, everywhere. We rely on our open and inclusive culture to foster speed, innovation and responsibility. Our diverse team is an ongoing inspiration for easy, effective and accessible products.
Join our mission to onboard the world into web3 and empower millions to own, create and share value freely.
We are seeking a Fraud Operations Analyst to build upon our focus on fraud prevention and risk management, by upholding our processes around manual account reviews, payment method verification, unblock appeals, remediation and due diligence.
In this role, you’ll conduct risk due diligence on new and existing MoonPay customers, while also acting as a subject matter expert that owns processes and drives improvements in the fraud operations space. Your ultimate goal is to ensure good customers can continue transacting while preventing fraud loss and scams from potentially fraudulent customers and third party actors.
What you will do
* Execute reviews of MoonPay customers and transactions across all levels of risk identification, which includes gathering information from various sources, verifying documentation and conducting risk assessments according to MoonPay policies
* Meet performance KPIs including QA and productivity
* Partner with CX, Fraud Investigations, and other operations teams to resolve fraud related escalations and improve the customer experience
* Create and maintain fraud manual review operational processes, workflows and documentation
* Identify and provide solutions for operational opportunities, with feedback and data to support your recommendations
* Serve as a subject matter (domain) expert for Fraud Ops; act as an escalation point for other customer-facing teams
* On occasion, complete assigned project work and train teammates and/or BPO partners
About You
The right candidate for this role is meticulous, thorough, and self-driven. You are detail oriented and have a desire to continuously improve operational processes. You are passionate about expanding access to the world of crypto and Web3 while also ensuring it is safe and compliant. You learn quickly on the job and are open to growing your operational skill set.
Most importantly, though, you will embody the core principles that everyone here at the MoonPay lives by. Our “BLOCK Values” are at the heart of everything we do - and they are…
B - Be Hungry
L - Level Up
O - Own It
C - Crypto Curious
K - Kaizen
MoonPay Perks
Working in a disruptive and fast-growing industry where the possibilities are endless 🚀
Freedom, autonomy and responsibility 💪
Research has shown that women are less likely than men to apply for this role if they do not have experience in 100% of these areas. Please know that this list is indicative, and that we would still love to hear from you even if you feel that you are only a 75% match. Skills can be learnt, diversity cannot.
Please let us know if you require any accommodations for the interview process, and we’ll do our best to provide assistance.
Commitment To Diversity
At MoonPay we believe that every voice matters. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination. That’s why we are committed to diversity and inclusion in the workplace and are a proud equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by law. This policy applies to all employment practices within our organization, including, but not limited to, hiring, recruiting, promotion, termination, layoff, and leave of absence.
MoonPay is also committed to providing reasonable accommodations in our job application procedures for qualified individuals with disabilities. Please inform our Talent Team if you need any assistance completing any forms or to otherwise participate in the application process.
Please be aware that MoonPay does not request an AI-led interview without seeing a recruiter or team member from MoonPay on video call. We won't ask for your personal identification documents or any money from you during your interview process with us. Be fraud smart! If you receive an email - claiming to be from MoonPay - but from an email address ending in anything other than @moonpay.com, please be aware that this is not us.
