Associate, Account Risk Operations

About the role

The Operations team at Airwallex ensures the smooth and efficient functioning of our services and processes. We focus on optimizing workflows, improving operational efficiency, and delivering exceptional customer support. By streamlining operations and implementing best practices, we help drive the company's growth and maintain high service standards.

Responsibilities

• Investigate high-risk customer activity and act quickly when accounts show signs of compromise.
• This role combines live fraud investigation, customer loss adjudication, risk mitigation, and trend analysis, with a strong feedback loop into product controls and machine learning models.
• Work across internal systems, authentication data, device and location signals, and case history to make sound decisions in ambiguous situations.
• Identify and connect fraud patterns across accounts, devices, beneficiaries, and behaviors to detect emerging ATO tactics, phishing campaigns, credential stuffing activity, mule account usage, and bot-driven abuse.
• Document investigation findings clearly and defensibly, including decision rationale, financial impact, root cause, and follow-up actions, so outcomes are audit-ready and easy for internal stakeholders to understand.
• Partner closely with Risk Engineering, Product, Data Science, Customer Support, and other stakeholders to improve detection logic, strengthen controls, and inform automated rules and machine learning models based on operational learnings.

Who You Are

• We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory.
• Minimum Qualifications: 3+ years of operational experience in fintech, digital banking, e-commerce, or payments, with a strong track record in risk operations, fraud investigations, or related work.
• Strong analytical skills and can navigate incomplete or ambiguous information, interpret complex system and account activity, and make sound decisions with limited context.
• Comfortable handling live risk incidents and balancing speed, accuracy, customer experience, and control effectiveness in a fast-paced environment.
• Write clear, concise case rationales and communicate effectively with cross-functional stakeholders across operations, product, engineering, and support teams.

Preferred Qualifications

• Experience investigating Account Takeover, identity theft, credential stuffing, phishing, vishing, or other unauthorized access typologies.
• Familiar with financial regulations and dispute frameworks related to unauthorized transactions, including Regulation E.
• Experience using fraud prevention, digital footprint, device intelligence, IP or geolocation, authentication, or case management tools to investigate suspicious activity.
• Comfortable spotting repeat attack patterns and translating case insights into recommendations for better controls, rules, and operational playbooks.