Fraud Operations Specialist 2

The Fraud Operations Specialist will utilize a variety of tools to detect, review, respond and resolve instances of fraud and abuse of the Twilio products, protecting our customers while offering them best-in-class support. Thorough investigations and risk assessments will be conducted on cases of fraud and abuse and mitigation actions taken based on Twilio’s policies. The specialist will effectively communicate investigation outcomes to customers, stakeholders and external partners. Trends and patterns of potential malicious behavior will be identified and work with peers and partners to document and report findings. The specialist will demonstrate subject-matter expertise utilizing existing resources and documentation as well as creating new relevant resources and documentation related to fraud prevention processes. The specialist will contribute to cross-functional projects and initiatives with product, engineering, and legal teams focused on risk mitigation and fraud prevention. Decisions will be made in ambiguous scenarios, potentially with limited guidance, while accounting for the risks and outcomes of such decisions. A commitment to protect Twilio customers and a global community of users through ongoing efforts to better identify potential fraudulent activity and helping the team to evolve tactics to be more effective is required, as is identifying the root cause and contributing factors during incident reviews, helping to continuously enhance Twilio’s tools and processes.