Job details

Fraud Operations Analyst

We are seeking a dedicated and detail-oriented Fraud Analyst to join our dynamic team. The ideal candidate will take on a pivotal role in our fraud prevention efforts, managing the operational side of the fraud team. This role involves overseeing customer success communication and processes related to fraud requests, maintaining relationships with third-party fraud vendors, and taking ownership of project management within the fraud prevention domain. If you are passionate about protecting our organization from fraudulent activities, possess excellent analytical skills, and have a knack for effective communication and project management, we encourage you to apply.

What would your day-to-day look like:

Customer Success Communication:
Handle and respond to fraud-related inquiries and concerns from customers promptly and professionally.
Collaborate with the customer success team to ensure seamless communication and resolution of fraud-related issues.
Maintain a customer-centric approach while addressing fraud concerns, ensuring a positive customer experience.
Fraud Process Management:
Develop and optimize processes for handling fraud requests, ensuring efficiency and accuracy.
Investigate and analyze suspected fraudulent activities, making data-driven decisions to prevent and mitigate risks.
Monitor and report on key fraud metrics and trends, identifying areas for improvement.
Relationship Management:
Cultivate and maintain strong working relationships with third-party fraud prevention vendors and partners.
Collaborate with vendors to leverage their expertise and tools in the fight against fraud.
Evaluate vendor performance and recommend changes or improvements as needed.
Project Management:
Lead and coordinate fraud prevention projects, from planning and execution to monitoring and reporting.
Collaborate with cross-functional teams to implement fraud prevention measures and strategies.
Ensure projects are completed on time and within budget, delivering measurable results.

Qualifications:

Bachelor's degree in a related field.
Proven experience in fraud prevention or related roles.
Proficiency in project management methodologies and tools.
Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions.
Excellent communication skills, both written and verbal, for effective customer interactions and vendor relationships.
Familiarity with fraud detection software, tools, and industry best practices.
Detail-oriented with a commitment to maintaining data confidentiality and integrity.
Ability to adapt to a fast-paced, evolving environment and work well under pressure.
Experience in the payment, e-commerce or travel industry is a plus.

Benefits:

Well-funded and proven startup with large ambitions, competitive salary
Unlimited PTO
WeWork All Access Pass OR Work-from-home stipend
An entrepreneurial culture where pushing limits and taking risks is everyday business
Open communication with management and company leadership
Small, dynamic teams = massive impact

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About Hopper - Careers Page

At Hopper, we are on a mission to build the world’s best travel products – combining a world-class travel agency with proprietary fintech ancillaries to help users travel better and our partners earn more. We are a global travel platform that powers the Hopper app, Hopper.com, and our B2B business, HTS (Hopper Technology Solutions).

By leveraging massive amounts of data and advanced machine learning algorithms, Hopper developed a proprietary portfolio of fintech ancillaries that offer peace of mind when booking travel and address common customer pain points, including price volatility, trip flexibility, and avoiding trip disruptions.

The Hopper platform serves hundreds of millions of travelers globally and continues to capture market share around the world. Ranked the third largest online travel agency in North America and named the #1 Most Innovative Travel Company in 2024 by Fast Company, the Hopper app has been downloaded over 120 million times and has become largely popular among younger travelers – with 70% of its users being Gen Z and millennials.

In recent years, Hopper has evolved into a global travel agency and e-commerce and travel fintech provider that powers some of the world’s largest brands and financial institutions. Through HTS, our B2B division, the company supercharges its partners’ direct channels by integrating our fintech products on their sites or powering end-to-end travel portals.

Today, our partners include leading travel brands like Capital One, Nubank, AirAsia MOVE, Air Canada, and many more. HTS operates sales channels that range from Hopper, the premier app for Gen Z in North America, to a worldwide network of travel rewards portals for credit card holders and mobile marketplaces for leading brands like Tripadvisor.

Here are just a few stats that demonstrate the company’s recent growth:

- Hopper sells billions worth of travel and travel fintech every year across the Hopper app, Hopper.com and its global HTS partners.

- The app has over 120 million downloads, and 70% of our users are Gen-Z and Millennials travelers.

- Our fintech products – including Cancel for Any Reason, Disruption Assistance for Any Reason and Price Freeze – have exceptionally strong CSAT because the terms are always clear, and customers receive instant, no-questions-asked resolutions.

- Almost 30% of our app customers purchase at least one fintech product when making a booking. Of Hopper app customers who purchase fintech, they purchase 1.7 fintech products on average per order.

- Given the success of its fintech products, Hopper launched in B2B business, HTS (Hopper Technology Solutions), which today represents more than 75% of the business.

- Through HTS, any travel provider (airlines, hotels, banks, travel agencies, etc.) can integrate and seamlessly distribute Hopper’s fintech or travel inventory on their direct channels.

As its first HTS partnership, the company partnered with Capital One to co-develop Capital One Travel, a new travel portal designed specifically for cardholders. - Other HTS partners include Air Canada, AirAsia MOVE, CommBank, Nubank, Tripadvisor and many more – with several new partnerships to be announced this year.

Hopper has raised over $750 million USD of private capital and is backed by some of the largest institutional investors and banks in the world.

Come take off with us!

Hopper Glassdoor Company Review

3.1

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CEO of Hopper

Frederic Lalonde

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Average salary estimate

$75000 / YEARLY (est.)

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$60000K

$90000K

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What You Should Know About Fraud Operations Analyst, Hopper

Hopper is on the lookout for an enthusiastic and detail-oriented Fraud Operations Analyst to join our growing team in a fully remote capacity in Mexico. In this vital role, you'll be at the forefront of our fraud prevention efforts, playing a key part in how we communicate with customers regarding fraud inquiries and manage processes surrounding fraud requests. If you're driven by a passion for combating fraud, have excellent analytical prowess, and enjoy project management, your day-to-day will be both rewarding and impactful. You will interact closely with our Customer Success team to ensure seamless communication, investigate potential fraud cases, and optimize our fraud management processes. Building relationships with third-party fraud vendors will be essential, as you'll collaborate to leverage their expertise and drive improvements. Your project management skills will shine as you lead initiatives that prevent fraud and shape our strategies. We value a customer-centric approach in everything you do. You’ll monitor fraud metrics and identify areas for enhancement while ensuring our processes reflect the highest standards of efficiency and accuracy. So, if you have a knack for decision-making and thrive in a fast-paced environment, Hopper’s entrepreneurial culture offers a fantastic opportunity for growth and contribution. Join us as we empower travelers worldwide and protect our ecosystem from fraudulent activities!

Frequently Asked Questions (FAQs) for Fraud Operations Analyst Role at Hopper

What are the key responsibilities of a Fraud Operations Analyst at Hopper?

As a Fraud Operations Analyst at Hopper, your primary responsibilities include overseeing customer communication regarding fraud inquiries, managing the fraud requests processes, cultivating vendor relationships with third-party fraud prevention partners, and leading project management initiatives focused on fraud prevention. You'll also be tasked with analyzing metrics to identify trends and areas for improvement, contributing significantly to our overall fraud prevention strategy.