Fraud Specialist, Supplier Operations & Governance

TwilioTelecom fraud

This role will be remote and based in Ontario, British Columbia or Alberta, Canada.Full-TimeMiddle

Salary90,800.00 - CAD 113,500.00; Target Bonus Percentage 15%

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Job Details

Experience: 8+ years of professional experience in telecom operations, fraud operations, customer success, vendor management, procurement, collections, or consulting.
Required Skills: Project ManagementSQLMicrosoft ExcelGoogle SheetsLooker

Have 8+ years of professional experience in telecom operations, fraud operations, customer success, vendor management, procurement, collections, or consulting.
Have experience negotiating disputes constructively with customers or vendors.
Have experience in collections, dispute resolution, or billing analysis.
Have project management experience.
Have experience working with data in Excel or Google Sheets, Looker, or SQL.
Understand the A2P SMS ecosystem, international traffic routing, IRSF, and artificially inflated traffic (AIT).
Understand industry AIT and fraud-handling standards, such as frameworks from i3forum, GSMA, MEF, or ITW Global Leaders’ Forum.
Understand Call Detail Records (CDRs) and how to build dispute case files.
Have experience with workflow platforms such as Airtable or building dashboards.
Experience with advanced data analysis such as Python or scripting is desired.
Experience with AI and automation tools to accelerate productivity is desired.

Advise account managers, accounting, and management on billing dispute practices.
Negotiate with customers and carriers using contractual terms and industry norms.
Identify and analyze fraudulent misuse, including Artificially Inflated Traffic, and billing errors.
Own customer and vendor disputes from intake through tracking and documented resolution.
Resolve discrepancies, overcharges, and unpaid balances caused by quantities, rates, currency, and other root causes.
Analyze call and messaging data to investigate billing mismatches and identify evidence of fraud.
Build dashboards to communicate dispute lifecycle metrics.
Read contracts and determine how invoices should compare with actual charges.
Serve as the primary contact for dispute resolutions, settlements, and payment-term negotiations.
Partner with data analytics, engineering, and accounting to reconcile accounts.

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