Fraud and Abuse Operations Analyst

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam. We are the first line of defense against fraud and abuse on the Plaid platform. Our mission is to ensure the safety and integrity of our platform for consumers and customers. As a Fraud and Abuse Operations Analyst, you will be responsible for responding to fraud and abuse events, investigating claims, and triaging incidents. We also partner with product and engineering teams to inform and improve fraud mitigation strategies. Responsibilities: - Safeguard Plaid's Platform: Participate in the abuse on-call rotation, directly protecting our users and customers by responding to and resolving fraud and abuse events. Your timely actions will be instrumental in maintaining trust and security. - Drive Investigations and Mitigate Risks: Investigate fraud and abuse claims from diverse sources, partnering with senior teammates on complex cases. Your findings will inform decisions and strategies, directly impacting Plaid's ability to prevent future incidents and minimize financial losses. Proactively perform threat modeling of abuse surfaces and continuously survey external fraud trends, adversary techniques, tooling, and emerging threat vectors - Support Incident Response: Help triage and manage fraud and abuse events as internal incidents (SEVs), collaborating across teams to drive resolution. Your contributions in these situations will minimize disruption and protect Plaid's reputation. - Inform Product Strategy: Partner with Consumer Risk and other product teams, providing operational insights from on-call and investigations. Your contributions will help inform the development of effective fraud mitigation solutions and strengthen Plaid's defenses. Qualifications: 3+ years of experience in fraud/abuse operations, trust & safety, and/or incident response - Incident response and investigations: - Experience triaging fraud or related incidents, with tight containment deadlines. - Experience managing escalations and making informed trade-off decisions with multiple stakeholders. - Ability to coordinate and communicate effectively with internal Legal, Compliance, Comms and other risk management teams during incident triage. - A battle-tested mental model for balancing fraud mitigation vs. conversion, and the ability to calibrate and apply this mental model in the context of Plaid’s business objectives under pressure. - Fraud and abuse detection and prevention context: - Working knowledge of fraud typologies–account takeover, different types of payments fraud, ACH fraud, chargebacks, kiting, rewards harvesting, etc. - Familiarity with the tactics, techniques, and procedures (TTPs) used by bad actors to commit different types of fraud on the web. - Familiarity with common mitigation strategies for the same, with a developing point of view on their relative pros and cons. - Fraud and abuse intelligence: - Dark and grey-web navigation and investigation experience, ability to assess source credibility, and translate external intelligence into actionable insights. - Experience translating fraud investigations and research into actionable detection signals, rules, and labeled datasets, while partnering closely with DS/ML and product teams to improve feature sets, labeling qualit