Payments & Fraud Operations Specialist (m/f/d)

Pliant

23h • Remote

About The Position

Pliant is seeking a Payments & Fraud Operations Specialist to provide out-of-hours operational coverage, ensuring the stability, integrity, and security of their payment systems. This role involves customer support, payments operations, and fraud mitigation outside of standard business hours. The specialist will be responsible for maintaining service reliability, mitigating fraud risk, and responding to operational incidents in real-time, reporting to the Head of Fraud Operations.

Requirements

• 3-4+ years in payments operations, fraud operations, or fintech operations
• Experience with transaction monitoring, incident handling, or payment investigations
• Familiarity with card payments, payment processors, or financial systems
• Equally comfortable jumping on an urgent customer phone call and diving into back-office fraud logs.
• Strong analytical and problem-solving skills
• Ability to make confident, playbook-driven decisions independently under pressure.
• Ability to make decisions under pressure in time-sensitive situations
• High attention to detail and structured approach to investigations
• Clear written and verbal communication for incident reporting and escalation
• Comfortable working independently during non-core hours
• Strong sense of ownership and accountability
• Proactive in identifying risks and operational issues
• Comfortable working with ambiguity and limited immediate support
• Experience with monitoring tools, ticketing systems, or fraud detection platforms i.e. Thredd, FraudAdvantage, Jira, Slack, Visa/MC Connect
• Data analysis skills (e.g. Excel; SQL is a plus)

Nice To Haves

• Chargeback knowledge desirable

Responsibilities

• Act as the primary front-line contact for urgent out-of-hours customer inquiries via phone, email, or ticketing systems.
• Handle critical real-time customer requests, including card blocking/unblocking, PIN resets, activation issues, and account access support.
• Manage merchant dispute intakes, triage customer issues, and handle high-priority weekend limit increase requests.
• Deliver empathetic, high-quality, and clear communication to customers under stressful financial situations.
• Monitor payment processing, authorisations, and declines to ensure smooth operation outside core hours.
• Identify and investigate payment failures, delays, and system anomalies.
• Perform first-line incident triage and escalation for payment-related issues.
• Support reconciliation checks and exception handling where required.
• Maintain clear documentation of incidents, actions taken, and resolutions.
• Conduct real-time transaction monitoring to detect suspicious or fraudulent activity.
• Investigate alerts, flagged transactions, and unusual behavioural patterns.
• Take immediate action where necessary (e.g. blocking/unblocking cards, restricting accounts, escalating incidents).
• Escalate high-risk or complex cases to on-call risk/compliance teams.
• Contribute to improving fraud detection processes and playbooks.
• Act as the primary operational contact during out-of-hours periods.
• Triage and prioritise incidents across payments and fraud domains in line with established processes.
• Follow defined escalation protocols for critical issues.
• Ensure timely communication with internal stakeholders (on-call teams, engineering, risk, etc.).
• Produce incident summaries and handovers for the next business day.
• Identify recurring issues and contribute to process improvements and automation.
• Help refine monitoring, alerting, and response procedures.
• Support the development of runbooks for out-of-hours operations.

Benefits

• Attractive remuneration and benefits package
• Flat hierarchy and transparent communication in a relaxed, professional atmosphere
• Opportunity to develop your talent in a dynamic team with ambitious goals
• Flexibility and possibility to work remotely
• Pliant Card with monthly credit to explore the product and enjoy food with colleagues

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed