About the role

Pangea is a dynamic money transfer business committed to providing seamless financial services globally. Our team in Mexico City is expanding, and we’re looking for a skilled Lead Fraud Analyst to join us in Operations. This position is pivotal in cultivating a culture of fraud prevention within Pangea and will involve handling escalated fraud investigations, discerning patterns in payment and account fraud, and safeguarding the company from financial losses associated with chargeback claims.

As Lead Fraud Analyst, you'll get to: 

• Influence the security and financial integrity of a global money transfer business.
• Engage in complex and rewarding work, handling fraud investigations for escalated fraud cases and devising strategies to detect fraud activity.
• Conduct thorough investigations into suspected fraudulent transactions
• Chargeback management; handling chargeback notifications, and preparing compelling evidence to dispute non-fraudulent debit chargeback claims.
• Track and report on chargeback metrics, trends, and funds recovery performance.
• Lead and mentor a payments operations direct report, honing your leadership skills while contributing to payment accuracy and refund investigations.
• Work with world class fraud tools and identity solutions to detect fraud and monitor risk.

Additional Responsibilities:

• Train Customer Service Agents to ensure correct escalation of suspected fraud calls
• Monitor the use of promotional incentives  to prevent customers' misuse and collusion

The ideal candidate will have: 

• Bachelor’s degree in Finance, Accounting, Business Administration, or a related field.
• 5+ years of professional experience including minimum of 3 years of specific experience working on chargeback disputes, fraud investigations and payments or refund investigations.
• Fluency in Spanish and English (written and verbal).
• Strong analytical skills with the ability to identify and resolve discrepancies efficiently.
• Excellent interpersonal skills for collaboration with team members and stakeholders.
• Detail-oriented with a focus on accuracy and compliance.
• Ability to thrive in a fast-paced environment and prioritize tasks effectively.
• Experience with US bank payments is a plus