What You’ll Do
* Investigate and verify suspicious activity using internal tools and workflows.
* Collect, review, and validate customer documentation to assess fraud risks.
* Resolve high-risk cases within set timelines, ensuring prompt and accurate decisions.
* Monitor pending cases and follow up on missing documentation within the 14-day window.
* Maintain accurate case records and ensure compliance with SLA requirements.
* Communicate effectively and professionally in sensitive or escalated situations.
* Apply knowledge of marketplace processes, fraud indicators, and root-cause analysis to prevent and mitigate risk.
* Identify areas for improvement in fraud prevention workflows and share recommendations.
* Uphold autonomy, professionalism, and sound judgment in managing fraud-related investigations.
What We’re Looking For
* French (C1+) and advanced English proficiency.
* At least 6 months of experience in fraud-related tasks or back-office support in a digital marketplace environment.
* Proven record of meeting or exceeding KPIs.
* Clean disciplinary record and demonstrated professional integrity.
* Excellent interpersonal skills: empathy, adaptability, and active listening.
* Experience handling complex or escalated cases with professionalism.
* Strong problem-solving skills and ability to use tools like knowledge bases, search engines, and AI efficiently.
* Autonomy, accuracy, and keen attention to detail in daily work.
* Solid understanding of OS-level systems (iOS, Android, Windows) and ability to explain them clearly.
* Proficiency with operational tools (CRMs, shipment tracking systems).
* Ability to perform under pressure, make well-reasoned decisions independently, and apply root-cause thinking.
* Proactive attitude, reliability, and a professional work ethic.
What’s in it for You
* Permanent contract, full-time (39 hours/week).
* Working hours: Monday – Friday, 09:00 – 18:00.
* Salary: 22,000 EUR gross/year + up to 2,400 EUR gross/year in performance bonus.
* Office locations: Barcelona city center or Valencia.
* Fully paid training on company policies, tools, and processes.
* Career development program with access to specialized courses and growth opportunities.
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