Associate, Account Risk Operations

ABOUT AIRWALLEX Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,200 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. ABOUT THE TEAM The Operations team at Airwallex ensures the smooth and efficient functioning of our services and processes. We focus on optimizing workflows, improving operational efficiency, and delivering exceptional customer support. By streamlining operations and implementing best practices, we help drive the company's growth and maintain high service standards. Our team is dedicated to providing a seamless experience for our customers and supporting Airwallex’s mission to empower businesses globally. WHAT YOU’LL DO You’ll investigate high-risk customer activity and act quickly when accounts show signs of compromise. This role combines live fraud investigation, customer loss adjudication, risk mitigation, and trend analysis, with a strong feedback loop into product controls and machine learning models. You’ll work across internal systems, authentication data, device and location signals, and case history to make sound decisions in ambiguous situations. This role is based in San Francisco. Responsibilities: - Investigate customer accounts flagged by internal risk models, operational escalations, or customer reports for signs of Account Takeover, including anomalous device signatures, unusual login behavior, rapid IP or geolocation shifts, and suspicious profile changes such as email, password, phone number, or user access updates. - Evaluate customer-reported claims of unauthorized account access and financial loss by reviewing internal database records, authentication logs, transaction history, and case evidence to determine whether activity was unauthorized under applicable policy and regulatory frameworks, including Regulation E where relevant. - Execute immediate containment actions on compromised or high-risk accounts, including locking access, freezing users, restricting payouts, applying step-up verification, and supporting secure restoration of account ownership to the legitimate customer. - Identify and connect fraud patterns across accounts, devices, beneficiaries, and behaviors to detect emerging ATO tactics, phishing campaigns, credential stuffing activity, mule account usage, and bot-driven abuse. - Document investigation findings clearly and defensibly, including decision rationale, financia