Senior Specialist, Finance (Fraud Ops)

Summary

Job Description

Responsibilities

Fraud monitoring and investigation

• Review transactions and monitor fraud alerts across all sales channels; perform case triage, prioritization, and investigations.

• Conduct real-time follow-up with airport stations and customer service on suspected fraudulent transactions; ensure actions and escalations comply with SOP and timelines.

• Use the fraud detection platform extensively to review alerts, document outcomes, and maintain complete, accurate case records (actions taken, decision rationale, and resolutions).

• Update and maintain fraud controls (rules, thresholds, and watchlists) in system strictly within approved governance, securing necessary approval where required.

• Identify fraud trends and root causes; recommend and implement preventive controls with relevant stakeholders

• Monitor and report on Fraud Operational Metrics (e.g. fraud loss rate, chargeback rates, false positive rates, etc)

Chargebacks & Disputes

• Investigate disputes/chargebacks; map reason codes to representment strategy

• Compile and validate evidence packs; draft clear rebuttals aligned to scheme rules and internal policy

• Coordinate evidence collection; submit within SLAs and track through representment/pre-arbitration/arbitration (where applicable) to closure

• Maintain dispute registers; monitor win/loss and leakage; recommend process/ rule improvements

• Support audits and internal/regulatory requests relating to fraud cases and controls.

Requirements

• Diploma/Degree in Business, Finance, Risk, Analytics, or a related discipline.

• 3-5 years' experience in fraud operations and/or chargeback and dispute management.

• Experience or basic knowledge of the airline industry and/or airline/travel/e-commerce payments ecosystem is preferred

• Knowledge of AI and automation tools