Fraud Specialist, Supplier Operations & Governance

New

TwilioTelecom fraud

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

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.
Be experienced in working with data using Excel or Google Sheets and Looker or SQL.
Understand the A2P SMS ecosystem, international traffic routing, IRSF, AIT, and ecosystem profit chains.
Understand industry standards for AIT and fraud handling, such as frameworks from i3forum, GSMA, MEF, or ITW Global Leaders’ Forum.
Understand Call Detail Records (CDRs) and be able to build strong dispute case files.
Have experience with workflow platforms such as Airtable or building dashboards.
Advanced data analysis experience, 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 best practices for handling billing disputes.
Negotiate with customers and carriers using resolution options under contractual terms and industry norms.
Identify and investigate fraudulent misuse, including Artificially Inflated Traffic, and billing errors with vendors and customers.
Own customer and vendor disputes from intake through tracking and timely, documented resolution.
Resolve discrepancies, overcharges, and unpaid balances caused by quantities, rates, currency, or other root causes.
Analyze call and messaging data to explain billing mismatches or identify evidence of fraud.
Build dashboards to communicate key metrics related to the dispute lifecycle.
Read contracts and interpret expected invoices against actual invoices.
Serve as the primary contact for negotiating dispute resolutions, settlements, and payment terms.
Partner with data analytics, engineering, and accounting to reconcile accounts.

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