Fraud Operations Analyst [Remote]

Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.

Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high-impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results.

When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well-being programs.

At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage.

If this sounds like you, we’d love you to be part of Gen.

• Review and investigate fraud-related queues, including but not limited to account activity monitoring, payment transactions, account takeovers (ATO), disputes, chargebacks, ACH transactions, debit card activity, and bank reporting requests.
• Analyze customer behavior and transaction patterns to identify suspicious activity, emerging fraud trends, and potential fraud risks.
• Conduct thorough investigations into fraud alerts, disputes, and customer claims, gathering and evaluating relevant information to determine appropriate outcomes.
• Perform detailed verification of customer-provided information and documentation to assess account legitimacy and mitigate fraud risk.
• Investigate fraud rings, linked accounts, and complex fraud schemes by identifying relationships between accounts, devices, transactions, and behavioral indicators.
• Collaborate closely with Risk, Data Science, Customer Care, Compliance, and other stakeholders to support fraud prevention initiatives and drive effective case resolution.
• Leverage internal tools, data analytics, automation, and AI-powered solutions to improve investigation quality, operational efficiency, and fraud detection capabilities.
• Document investigative findings clearly and accurately while maintaining adherence to internal policies, procedures, regulatory requirements, and service level agreements (SLAs).
• Ensure productivity, quality assurance, and operational performance standards are consistently achieved.
• Escalate emerging fraud threats, process gaps, and operational risks to relevant stakeholders and contribute to mitigation strategies.
• Identify opportunities to improve fraud operations processes, workflows, controls, and tooling through data-driven insights and continuous improvement initiatives.
• Support testing, implementation, and optimization of new fraud detection strategies, operational processes, and technology solutions.
• Provide support for additional fraud operations and risk management initiatives as required.

• Bachelor's degree in a quantitative, analytical, business, or related field; equivalent experience considered.
• Experience in fraud operations, banking operations , dispute investigations or other financial services functions is preferred.
• Strong analytical and problem-solving skills with the ability to identify patterns, investigate anomalies, and make sound decisions based on available information.
• Comfortable working with data and technology. Experience with SQL, Excel, data analysis, automation tools, or AI-powered solutions is a plus.
• Quick learner with the ability to adapt to evolving fraud trends, operational processes, and emerging technologies.
• Excellent written and verbal communication skills, with the ability to clearly document investigations and communicate findings to stakeholders.
• Highly detail-oriented with strong organisational and time management skills.
• Able to work independently, prioritise effectively, and thrive in a fast-paced environment.
• Results-driven mindset with a focus on operational excellence, customer experience, and continuous improvement.
• Experience collaborating with cross-functional teams such as Risk, Data Science, Operations, or Customer Care is an advantage.

• Online Technical Test
• TA Screening Call
• Hiring Manager Interview