Senior Fraud Investigator

THE ROLE We are hiring a Senior Fraud Investigator to own the operational side of Creem's fraud and risk program: monitoring, investigations, case decisions, and merchant communication. Today this work is handled by external consultants, and your mandate is to bring it fully in-house and run it as a core internal capability, so that outside operational support is no longer needed. You will work hand-in-hand with the rest of the risk & compliance team, and together you will own the design of the automated fraud prevention program. Where the rest of the team is mainly focused on building and automating the controls, you are the human layer on top of them - you investigate what the systems flags, make the calls the systems cannot, and feed what you learn back into the rules and scenarios so the program keeps getting more proactive and more precise. As a Merchant of Record we face risk from both sides - merchants abusing the platform and end-customers defrauding our merchants - and your casework covers both. The operating principles are the same as for the wider program: act early rather than clean up late, keep decisions consistent, methodological, and audit-trailable, and keep the impact on legitimate merchants and end-customers minimal. WHAT YOU WILL DO - Monitor and analyse activity across the platform. Review merchant activity, transaction patterns, and risk signals to detect fraud, abuse, and policy violations - covering both merchant-led risk and end-customer fraud (card testing, stolen-card usage, trial and refund abuse, account takeover, and similar patterns). - Investigate flagged cases. Own the investigation and case review of flagged merchants and suspicious activity: gather and evaluate evidence, review supporting documentation, analyse relevant data points and connections, and reach well-reasoned and auditable conclusions on whether activity is legitimate. - Be decisive and own your decisions. Decide on merchant retention, restriction, or offboarding based on risk and compliance assessments — and make those decisions consistently, with a clear methodology and a full audit trail, so they hold up to scrutiny from partners, auditors, and the merchants themselves. - Communicate directly with merchants. Handle communication around compliance requirements, documentation and verification requests, and account decisions - firm and clear with bad actors, professional and low-friction with the legitimate merchants, who make up the vast majority of the platform. - Strengthen the controls. Recommend additional verification checks, monitoring measures, and risk controls based on what you see in casework, and escalate emerging fraud patterns so they are caught by automation the next time — before they require a manual investigation at all. - Support the prevention program. Contribute to the development and refinement of fraud detection rules, risk policies, and compliance workflows together with the rest of the fraud team, acting as the feedback loop between real cases and automated controls. - Automate and effectivize. Challenge everything - starting from the operational processes, their purpose and approach, ending with the case management tools and monitoring scenarios. Your job is to ensure that the fraud ops function operates smoothly and every manual control has a purpose and is based on pre-agreed methodology. - Document everything. Maintain clear documentation of investigation findings, decisions, and compliance procedures, so the operation is auditable, explainable, and doesn't depend on any single person's memory. - Build in-house competence. Take over the scope currently covered by outside fraud and risk consultants, and establish the internal operational capability and expertise, including hire or help with the hiring of necessary talent. WHAT SUCCESS LOOKS LIKE - Flagged cases are investigated and decided quickly and within the established SLAs, consistently and with a documented rationale - bad actors are restricted…