Fraud & Risk Operations Lead

Trustly•San Francisco, CA

About The Position

Trustly is a global Open Banking Payments company working to establish Pay by Bank as a standard payment method. The Fraud & Risk Operations Lead oversees fraud detection and response in North America, where Trustly guarantees payments. The role identifies emerging fraud patterns, investigates attacks, and deploys short-term rules to mitigate them. It also supports compliance reporting and collections operations, automates manual work, mentors analysts, and tracks fraud performance metrics.

Requirements

Experience running adoption or change programs through a distributed champion or advocate network.
Experience building or restructuring a company-wide taxonomy or knowledge base, ideally from a fragmented starting point.
Experience selecting and implementing a knowledge management or content platform.
Comfort setting governance standards, such as ownership, review cadence, and access control, and getting other teams to follow them.
Experience working cross-functionally to migrate content from scattered tools into one system.

Nice To Haves

Experience preparing content for AI retrieval or grounding, such as through metadata design or structured tagging.
Background in information architecture, technical writing, or content strategy.
Familiarity with Claude or similar AI assistants and how they use connected knowledge sources.

Responsibilities

Lead detection and investigation of fraud attacks across return alerts, anomaly alerts, and transaction monitoring, and document each attack’s modus operandi.
Write, backtest, and deploy short-term fraud rules for emerging patterns; monitor performance and brief segment risk managers on rule changes and their effects on approval rates.
Refer emerging patterns to Risk & Fraud Analytics and Data Science for long-term rule and model changes, and own fraud labeling of returned transactions.
Automate manual detection and investigation work, including through AI tools.
Support compliance reporting, including NACHA return-rate monitoring, AML alert reviews, and evidence preparation for suspicious activity reports.
Support collections workflows, including account reviews before unblocking, agency and legal file submissions, and reconciliation of recovered payments.
Mentor and train analysts, and review their cases and rules.
Track and report fraud KPIs, including time to detect, time to mitigate, alert hit rate, attack recall, and net savings.