Fraud & Risk Operations Lead

THE ROLE

Truemed enables consumers to pay for eligible health & wellness expenses with HSA/FSA. As we scale, we need a dedicated fraud & risk operator to protect our customers, partners, and the business while keeping approval rates high and friction low.

This is Truemed’s first fraud hire. You’ll own the day-to-day detection, investigation, and remediation of fraud and abuse across our payment flows and customer/partner lifecycle. You’ll also build the foundations: dashboards, playbooks, controls, and partner/vendor workflows. You’ll work cross-functionally with Product, Engineering, Data, Ops/Support, Finance, and Legal to find root causes and ship fixes that stick.

WHAT YOU’LL DO

Real-Time Monitoring & Response

- Detect, triage, and respond to fraud attacks (e.g., card testing, account takeover, refund/chargeback abuse, synthetic identity) using internal and external tools

- Own incident response for risk events: contain, investigate, document, and drive remediation; participate in on-call/escalation coverage as needed

Investigations & Decisioning

- Perform high-judgment investigations and make consistent allow/deny/hold decisions for transactions, accounts, and partner activity

- Build decision frameworks and escalation paths that balance fraud loss, customer experience, and regulatory/compliance constraints

Disputes, Inquiries, and Chargebacks (Hands-On)

- Own dispute operations end-to-end, including the “minutiae”: monitoring and responding to dispute inquiries/alerts, customer communications, evidence gathering, representment submission, and deadline management

- Maintain clean case notes and audit trails; ensure timely, accurate responses that maximize win rate while minimizing customer friction

- Analyze dispute reason codes and inquiry drivers; implement prevention tactics (policy/process changes, product nudges, data sharing with Support/Ops) to reduce repeat disputes and friendly fraud

Measurement, Dashboards, and Controls

- De...