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The analyst will monitor and mitigate fraudulent activity on the Sinch Voice network by investigating scenarios like hacking and robocalling. They will also manage fraud cases, document findings, and act as a liaison between the compliance team and customers.
ABOUT SINCH
Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.
Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.
At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!
DESCRIPTION
As part of the Sinch Voice Fraud Operations team, you will be responsible for the detection, monitoring, and mitigation of possible fraudulent activity on the Sinch Voice network. Fraud Analysts must react and respond to internal alarms as well as external reports of possible fraudulent activity, notify relevant parties, take blocking action and document case details.
Your Impact & Responsibilities
Assist in mitigating fraud on the Sinch Voice network using multiple fraud detection systems and tools
Investigate, analyze, and research a variety of fraud scenarios such as hacking, robocalling, ani spoofing, abuse of network, traffic pumping, scam reports and others
Create and manage fraud case activity, including detailed documentation and customer correspondence
Resolve trouble tickets and cases with accuracy and in a timely manner
Identify and communicate trending and patterns to management
Collaborate with external industry fraud groups within guidelines
Uphold fraud policies as defined for all Sinch Voice products
Act as liaison between Messaging Compliance team and customer for reports of non-compliant activity through resolution
Support 24 x 7 monitoring and on call rotation
REQUIREMENTS
3 years + telecommunications experience in fraud or operations
Associate’s degree
Exhibits a high level of initiative and resourcefulness
Excellent organizational skills with frequent multi-tasking abilities
Excellent written and verbal communication skills
Proven documentation skills with consistent accuracy of details
Superior customer service skills
Self-starter with a high energy level
This is a remote opportunity, but candidates must reside near one of our hub locations for occasional collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO
Benefits
STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.
MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
The annual starting salary for this position is between $26.92 - $33.65/hr. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This role will be accepting applications until November 16, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.
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