Fraud Analyst

The Fraud Investigations team at Gusto is seeking an experienced investigator to join their team. This role involves assisting customers who have fallen victim to fraud, investigating fraud and account takeover events, and writing detailed Unusual Activity Referrals. The team plays a crucial role in fighting crime, protecting Gusto and their customers, and making a real-world impact. The ideal candidate should have a passion for fighting crime, strong problem-solving skills, and the ability to handle difficult situations with customers.

• Investigate accounts with suspicious activity and document findings in a clear and concise manner
• Create detailed and comprehensive Unusual Activity Reports to the AML team
• Provide stellar customer service to those impacted by fraud, guiding them through these events and de-escalating customers who are victims of fraud and have incurred losses
• Reach out to external parties and issue Letters of Indemnity to help secure fraudulent funds that have been stolen from customers and Gusto
• Assist with developing and maintaining operational procedures and program documentation, and work with the team to identify processes that can be automated
• Provide training and mentorship to junior fraud analysts
• Handle difficult situations and navigate conversations with upset or stressed customers
• Build and drive efficiencies in Fraud Investigation processes
• Have an insatiable appetite for problem-solving, knack for structured thinking, ability to spot unusual patterns, and sharp attention to detail
• Maintain clear documentation and utilize strong written communication techniques
• Demonstrate a strong moral compass, objectivity, compassion, and consistently do the right thing
• Train new hires in the investigations space (demonstrated success in training)
• Nice to have: Certified Fraud Examiner (CFE), Payroll Industry, Fintech, or Money Services Business (MSB) Experience

• 3+ years of working on an Investigations team (Fraud or AML)
• Passion for fighting crime and protecting Gusto and our small business customers
• Ability to handle difficult situations and navigate conversations with upset or stressed customers
• Experience building and driving efficiencies in Fraud Investigation processes
• An insatiable appetite for problem solving, knack for structured thinking, ability to spot unusual patterns, and sharp attention to detail
• Strong organizational and communication skills. Maintains clear documentation and utilizes strong written communication techniques
• Driven by a strong moral compass, is objective yet compassionate, and does the right thing every time
• Demonstrated success training new hires in the investigations space
• Nice to have: Certified Fraud Examiner (CFE)
• Nice to have: Payroll Industry, Fintech, or Money Services Business (MSB) Experience

• Starting cash compensation targeted at $76,000 - $83,000/year in Denver
• Hybrid work basis (office-based in Denver, CO)
• Equal opportunity employer
• No discrimination in hiring or employment decision based on various factors
• Commitment to providing reasonable accommodations for individuals with disabilities
• Opportunity to work with a diverse team from various backgrounds
• Passionate about fighting crime and protecting small business customers
• Ability to handle difficult situations and navigate conversations with upset or stressed customers
• Experience building and driving efficiencies in Fraud Investigation processes
• Strong problem-solving skills and attention to detail
• Strong organizational and communication skills
• Driven by a strong moral compass and does the right thing every time
• Demonstrated success in training new hires in the investigations space
• Nice to have: Certified Fraud Examiner (CFE)
• Nice to have: Payroll Industry, Fintech, or Money Services Business (MSB) Experience