About this role
About the Client Our client is a fast-growing, science-backed wellness brand serving over a million customers through its online store. They are committed to transparency, safety, and care in everything they do, including how they protect their community. As they scale, they are expanding their fraud team to provide 24-hour coverage. Why does this role exist? The client is restructuring its fraud team's schedules to provide round-the-clock coverage, and needs an additional Fraud Analyst to make that possible. This hire will bring a higher level of fraud expertise to the team, handling complex and sensitive cases independently. Their mission is to protect the integrity of the customer community while keeping every customer experience safe, respectful, and supportive. Risk Review and Investigation Thoughtfully review high-risk cases involving complex or sensitive situations Make independent approve, cancel, or escalate decisions on flagged orders and accounts Support confidential reviews of account activity Policy and Protocol Enforcement Uphold internal policies and risk-mitigation protocols without compromising the customer experience Apply sound judgment in gray-area cases and document decisions clearly Pattern Detection and Prevention Identify fraud patterns and trends, such as multiple accounts, suspicious payment or shipping details, and promo or referral abuse Contribute to internal safeguards that protect the ARMRA community (anonymized in the final posting as "the community") Monitor for spikes in suspicious activity during product launches and promotions Customer Interaction Handle sensitive customer interactions with discretion, empathy, and sound judgment Work collaboratively with the wider team to resolve sensitive situations and uphold community trust Continuous Improvement Bring a continuous improvement mindset to risk evaluation and protection efforts Contribute to the ongoing improvement of systems and workflows that protect the community Help create a secure customer experience across the platform