Associate, Account Risk Operations

What you’ll do

You’ll 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. You’ll work across internal systems, authentication data, device and location signals, and case history to make sound decisions in ambiguous situations.

This role is based in San Francisco.

Responsibilities

• Investigate customer accounts flagged by internal risk models, operational escalations, or customer reports for signs of Account Takeover, including anomalous device signatures, unusual login behavior, rapid IP or geolocation shifts, and suspicious profile changes such as email, password, phone number, or user access updates.
• Evaluate customer-reported claims of unauthorized account access and financial loss by reviewing internal database records, authentication logs, transaction history, and case evidence to determine whether activity was unauthorized under applicable policy and regulatory frameworks, including Regulation E where relevant.
• Execute immediate containment actions on compromised or high-risk accounts, including locking access, freezing users, restricting payouts, applying step-up verification, and supporting secure restoration of account ownership to the legitimate customer.
• 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.

Applicant Safety Policy: Fraud and Third-Party RecruitersTo protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page.

Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.

Equal opportunityAirwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.