Fraud operations specialist

The Fraud Operations Specialist is responsible for protecting customer digital revenue streams from payment fraud, chargebacks, and account abuse. Utilizing the Accertify platform, this role balances tight financial risk mitigation with an excellent customer experience, ensuring legitimate ticket sales go through seamlessly while fraudulent transactions are intercepted and blocked in real-time.

Core Responsibilities

1. Real-Time Fraud Monitoring & Decisioning

Monitor Accertify's live transaction intercept queues to analyze high-risk ticket purchases and digital payment behaviors.

Conduct rapid, high-accuracy manual reviews of flagged bookings to determine fraud probability, making final decisions to approve or reject transactions.

Maintain strict adherence to processing deadlines (SLAs) to minimize booking disruptions, particularly for high-velocity, last-minute regional jet operations.

2. Chargeback Management & Revenue Recovery

Own the end-to-end credit card dispute and chargeback defense process within the Accertify Chargeback Management module.

Investigate dispute root causes and gather compelling evidence (e.g., Passenger Name Records (PNR), flight manifests, IP address logs, and device fingerprint data) to build and submit high-probability winning representments to payment gateways.

Reclaim lost revenue from friendly fraud and unauthorized chargeback claims.

3. Platform Calibration & Rule Optimization

Analyze historical fraud trends, chargeback data, and emerging attack vectors specific to the aviation sector (e.g., route-specific targeting, loyalty points abuse).

Work closely with internal IT Security teams and Accertify account engineers to adjust, test, and fine-tune data fields, risk-scoring weights, and automated rules.

Continually reduce the False Positive rate to prevent turning away genuine, high-value customers.

4. Reporting & Cross-Functional Coordination

Compile weekly and monthly dashboards tracking key performance metrics for Finance leadership review.

Coordinate cross-functionally with Customer Service, Ground Operations, and Station Managers to intercept and cancel tickets or offload passengers when active fraud is identified post-booking.

Key Performance Indicators (KPIs)

Fraud-to-Sales Ratio: Maintain a net fraud loss rate below the airline industry standard (Target: less than 0.1% of gross revenue).

Manual Review Turnaround Time: Review and clear queued bookings within 15 to 30 minutes of intercept.

Chargeback Dispute Win Rate: Achieve a successful recovery rate greater than 50% on all contested chargebacks.

False Positive Ratio: Maintain an efficient rule-to-rejection balance to maximize genuine conversion rates.

Job Requirements & Qualifications

Education & Experience

Bachelor's degree in Accounting, Finance, Data Analytics, Information Technology, or a business-related discipline.

Minimum of 2 years of experience in e-commerce fraud investigation, online payment processing, or risk management.

Direct hands-on experience navigating and configuring the Accertify fraud prevention platform is highly preferred.

Prior experience within the airline industry, dealing with global Global Distribution Systems (GDS) or Passenger Service Systems (PSS), is a major advantage.

Technical & Soft Skills

Strong analytical mindset with the ability to spot anomalies across large datasets (e.g., matching geolocation, proxy indicators, and transaction velocities).

Decisive problem-solving capability; able to make high-pressure financial risk decisions quickly and defend the rationale.

Effective written and verbal communication skills to coordinate with financial institutions, legal teams, and internal operational units.

Competency in data tools (Microsoft Excel, basic SQL, or BI dashboards) for financial reporting.

Operational Flexibility

Absolute willingness and flexibility to operate on a rotating shift roster, including weekends, public holidays, and night-shift on-call rotations to support our 24/7 operational mandate.