Fraud Investigation Analyst

Why this role matters:

The Fraud Investigation Analyst is a key position in Vonage’s fight against fraud by protecting our customers from abuse, taking down fraudsters and ensuring the profitability of the company. The duties of the role include identifying and qualifying new strategic anti-fraud initiatives to detect and prevent fraudulent transactions and behaviour. You will be confident in proactively initiating new investigations, evidence gathering, communicating effectively with other areas of the business to recover losses, and obtaining support from product and engineering teams to deliver the improvements and technologies required to detect and prevent these problems up front.

Schedule (MX/IN);

• Required to work one day each weekend (Saturday or Sunday) as part of a fixed schedule
• Standard workweek: Tuesday to Saturday, or Sunday to Thursday 
• Flexibility to adjust hours occasionally to support urgent fraud investigations or global team collaboration (in rare circumstance this may include night shifts)

Schedule (PL);

• Required to work a fixed schedule from Tuesday to Saturday
• Flexibility to adjust hours occasionally to support urgent fraud investigations or global team collaboration (in rare circumstance this may include night shifts)

Your key responsibilities:

• Proactively detect, investigate and prioritize fraud incidents across Vonage’s communication platforms
• Monitor customer accounts and traffic usage to identity anomalies, suspicious behavior, and emerging fraud patterns 
• Conduct deep dive analysis and make actionable recommendations to support fraud prevention, detection, and mitigation strategies 
• Research and validate suspected cases of traffic abuse, account compromise, or policy violations 
• Collaborate with cross-functional teams (products, engineering, compliance, customer support) to strengthen fraud controls and prevent recurrence 
• Provide timely incident response for urgent fraud activity, ensuring rapid containment and effective communication to stakeholders 
• Sharing fraud insights and trends with leadership to inform strategy and improve customer trust 

What you'll bring

Required:

• 5+ years of experience in telecommunications fraud investigation (SMS, Voice) or high-tech/transaction-heavy industries (telco, fintech)
• Degree-level education or equivalent professional experience in fraud, risk, or data-related fields 
• Strong expertise in fraud prevention methodologies and regulatory practices, including AML, KYC, and transaction monitoring 
• Hands-on experience with fraud detection platforms, SQL, Excel, and data analytics tools; familiarity with AI/ML-based detection solutions  
• Proven track record of analyzing large, complex datasets and delivering actionable recommendations
• Strong organizational and multitasking skills with excellent attention to detail
• Effective stakeholder management, with the ability to influence cross-functionals partners and present findings clearly to both technical and business audiences 
• Experience working in distributed, global teams and adapting to a dynamic, fast-paced environment  
• Strong written and verbal communication skills
• Ability to work one day each weekend (Saturday or Sunday), as contractually agreed 

How you’ll benefit:

• Attractive Discretionary Time Off
• Private Medical Insurance with optional dependent coverage
• Educational Assistance Reimbursement Program
• Opportunities for reimbursement for conferences, trainings, and other personal development events
• Maternity and Paternity Leave
• Ask recruiter for country specific information

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.