Fraud Operations Analyst
Pleo · Lisbon, Lisbon
ABOUT PLEO
Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses ‘go beyond’.
The word ‘Pleo’ actually means ‘more than you’d expect’, and living by that mantra has been the secret to our success over the last 10 years.
Now, we’re at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together.
About The Role
Fraud doesn't sleep. And neither does our ambition to stop it.
At Pleo, we've built one of Europe's leading spend management platforms. But with scale comes risk, and our Fraud Operations Team plays a critical role in investigating, responding to, and mitigating fraud, turning detection signals into action and ensuring our customers are protected. And now, we're growing the team.
We're looking for a Fraud Operations Analyst to join us. You'll work closely with our Fraud Operations Specialists and Fraud Operations Manager to process fraud alerts, investigate cases, and make sure nothing slips through the cracks. This is a hands-on, operational role, perfect for someone who wants to build deep fraud expertise in a fast-moving fintech environment, with the structure and guidance to grow.
What You'll Be Doing
- Monitor and process fraud alerts generated by our detection tools in real time, within SLA
- Investigate card fraud cases end-to-end using our Back Office systems, identifying transactions, verifying card details, flagging suspicious activity, and taking containment actions
- Manage inbound fraud requests via our Freshdesk queue, triaging cases from Customer Support and routing them correctly
- Process and monitor the Fraud inbox and Customer Dispute Forms for chargeback-related cases
- Document cases accurately and thoroughly in our case management system so nothing falls through the gaps
- Conduct liability assessments on fraud cases, determining the appropriate outcome and escalating to our Legal team for final sign-off where required
- Proactively identify emerging fraud patterns and typologies from day-to-day casework, and collaborate with the Decision Intelligence team to feed insights into rule proposals and detection improvements
You'll thrive in this role if you
- Have hands-on experience with fraud monitoring tools
- Have a background in fraud operations, financial crime, payments, or customer operations
- Are highly detail-oriented and comfortable working within structured processes and SLAs
- Can stay calm and methodical when case volumes are high
- Communicate clearly in writing, both internally and when supporting external queries
- Are fluent in English
- Are familiar with chargeback processes and card scheme rules (Mastercard/Visa)
- Have knowledge of relevant regulatory frameworks around liability, including UK and EU requirements
Show me the benefits
- Your own Pleo card (no more out-of-pocket spending!)
- Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office
- Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis
- We offer 25 days of holiday + your public holidays
- For our Team, we offer both hybrid and fully remote working options
- We use MyndUp to give our employees access to free mental health and well-being support with great success so far
- Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work
ABOUT YOUR APPLICATION
- English first. Since it's our company language, please submit your application in English. You’ll be using it a lot if you join us.
- A fair look for everyone. Our talent team reads every single application to ensure the process is fair. To keep things running smoothly, we only accept applications through our system—our support team can’t pass on calls or emails.
- Diversity drives us. We can only reach our goals if our team reflects the world around us. That starts with you hitting apply, even if you don't tick every single box. We encourage people from all backgrounds and experiences to join us.
- Interview at your best. We want you to feel comfortable throughout the process. If you have any accessibility requirements or need a specific format, email belonging@pleo.io. We’ll design a process that works for you.
- Your data is safe. When you apply, we process your personal data as a data processor. For more information on how Pleo processes personal data, read our Privacy Policy here https://www.pleo.io/en/legal.
- Applying for multiple roles? Nothing is stopping you, and we assess every role independently. However, we do look for alignment, so make sure you can explain why your interest and experience are right for each specific role.
- Reapplying. If you’re applying for the same role again, please wait six months from your last decision before hitting submit.