Fraud & Risk Operations Lead
Trustly · San Francisco · hybrid
WHO WE ARE
At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.
Our Ambition: To build the world's most disruptive payment network and redefine what the payment experience should feel like.
Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high growth environment, join us and be part of a team that's transforming the way the world pays.
ABOUT THE ROLE
Trustly guarantees payments in North America. This role leads fraud detection and response in Risk Operations, from finding emerging fraud patterns to stopping them with short-term rules. It also supports the team’s compliance reporting and collections work.
WHAT YOU'LL DO
- Lead detection and investigation of fraud attacks across return alerts, anomaly alerts and transaction monitoring, and document the modus operandi (MO) of each attack.
- Write, backtest and deploy short-term fraud rules for emerging patterns, monitor their performance, and brief segment risk managers on rule changes and their effect on approval rate.
- Hand emerging patterns to Risk & Fraud Analytics and Data Science for long-term rule and model changes, and own fraud labeling of returned transactions.
- Automate manual detection and investigation work, including with AI tools.
- Support compliance reporting, including NACHA return rate monitoring, AML alert reviews and evidence for suspicious activity reports.
- Support collections workflows, including account reviews before unblocking, agency and legal file submissions, and reconciliation of recovered payments.
- Mentor and train analysts, and review their cases and rules.
- Track and report fraud KPIs: time to detect, time to mitigate, alert hit rate, attack recall and net savings.
WHO YOU ARE
• Experience running adoption or change programs through a distributed champion or advocate network.
• Experience building or restructuring a company wide taxonomy or knowledge base, ideally from a fragmented starting point.
• Experience selecting and implementing a knowledge management or content platform.
• Comfort setting governance standards, such as ownership, review cadence, and access control, and getting other teams to actually follow them.
• Experience working cross functionally to migrate content out of scattered tools and into one system.
• Experience preparing content for AI retrieval or grounding, such as metadata design or structured tagging, a strong plus.
• Background in information architecture, technical writing, or content strategy a plus.
• Familiarity with Claude or similar AI assistants and how they use connected knowledge sources a plus.
SALARY RANGES IN US-BASED ROLE POSTING
Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Recruiters can share more information with applicants about the specific salary range for preferred locations during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only and do not include other perks and benefits.
WHAT WE OFFER
At Trustly, you’ll have the chance to solve meaningful challenges alongside some of the brightest minds in FinTech. Together, we’re shaping the future of payments in an environment that celebrates curiosity, collaboration, and innovation. You'll be challenged and empowered to grow, making a real impact every step of the way.
Our team is as diverse as the global footprint we serve, with colleagues across Silicon Valley, the U.S., Canada, Brazil, Europe, and beyond. At Trustly, we foster a workplace where everyone feels they belong—a place where teamwork thrives, ideas flourish, and we never forget to have fun along the way.
We offer innovative perks and benefits packages that include:
- Flexible paid time off & generous PTO accrual plans
- Comprehensive medical, dental, vision, and other insurances
- FSA & HSA plans for medical and dependent care
- Home office set-up allowance
- Internet stipend
- Retirement plan match for 401k and RRSP
- Gender-neutral paid parental leave, and more!
(The benefits and total compensation packages outlined above are for full-time employees; some exclusions apply for temporary positions.)
At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.