Fraud Operations Specialist
At CARFAX, we believe in the power of teamwork and value in-person interactions so that we can collaborate and thrive together. This position will require 3 days in the London, ON office per week, subject to change with future business needs.
What You’ll Be Doing:
- Serve as the primary point of contact for security inquiries, confidently enforcing safety protocols and business rules while maintaining a professional, empathetic, and high-satisfaction customer experience.
- Support security policies and fraud prevention measures, balancing firm account protection and compliance with strategies that build trust, retain accounts, and prevent revenue leakage.
- Rigorously enforce security standards and safely manage sensitive customer data in strict compliance with confidentiality guidelines.
Fraud Operations & Risk Mitigation:
- Analyze fraudulent user behavior and data to investigate, identify trends, and mitigate suspicious activity.
- Support background and account verification optimizations to maximize dealer revenue.
- Track emerging fraud trends and pattern anomalies to help strengthen platform security.
Collaboration, Analytics & Reporting:
- Partner with cross-functional teams and risk analysts to share insights, optimize workflows, and build best practices.
- Maintain meticulous case documentation and generate data-driven operational reports.
- Synthesize risk findings and present clear summaries and actionable recommendations to leadership.
- Proactively identify process bottlenecks and implement creative solutions to optimize team efficiency and workflow operations.
Compliance & Incident Response:
- Monitor and inform internal compliance policies, security standards, and business rules.
- Swiftly respond to active security incidents to minimize operational impact and protect customer data.
What We’re Looking For:
- Experience: 1–3+ years in customer service, risk operations, or call center environments.
- Technical Skills: Advanced proficiency in Microsoft Excel; experience with Salesforce or similar CRM tools preferred.
- Operational Drive: Proven track record of consistently meeting or exceeding internal and external Service Level Agreements (SLAs).
- Analytical Mindset: High attention to detail with strong pattern-recognition and problem-solving skills.
- Communication: Exceptional written and verbal communication skills; ability to document complex technical cases clearly.
- Bonus Skills: Conversational or fluent Spanish language skills are a strong plus.
- Adaptability & Innovation: Comfortable navigating change, testing new operational strategies, and adapting quickly to evolving business needs.
What’s in it for you:
- Competitive compensation, benefits and generous time-off policies
- 4-Day summer work weeks and a winter holiday break
- 401(k) / DCPP matching
- Annual bonus program
- Casual, dog-friendly, and innovative office spaces
- For a comprehensive list of benefits, please visit our website:
Don’t just take our word for it:
- 10X Virginia Business Best Places to Work
- 10X Washington Post Top Workplace
- 9X Washingtonian Great Places to Work
- 3X St. Louis Post-Dispatch Best Places to Work
Vacancy Status:
This posting is for an existing vacancy.
Base Salary:
The anticipated base salary range for this position is CAD $48,000 to $65,500 annually. Final base salary will be determined based on geographical location, experience, and qualifications.
Benefits:
Join a company that values your total wellbeing. CARFAX offers competitive compensation, comprehensive healthcare coverage, and the chance to make a meaningful impact in an industry-leading organization. Our benefit offerings can be found at: CARFAX Careers.