# Fraud Specialist, Supplier Operations & Governance

**Company**: Twilio
**Location**: Remote - Canada
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: 90,800.00 - CAD 113,500.00
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/8292798?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7ddb5d76-fc2

## Description

At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

As a Fraud Specialist, Supplier Operations & Governance (P4), you will work constructively with customers and partners to resolve billing issues and fraudulent misuse of services. This position is a hybrid of financial investigation, root cause analysis, and strategic dispute negotiation.

Responsibilities:

- Advise account managers, accounting, and management on best practices to handle billing disputes

- Negotiate with customers and carriers with an understanding of resolution levers available as per contractual terms and industry norms

- Identify, analyze, and handle fraudulent misuse (such as Artificially Inflated Traffic) and billing errors (such as rate differences) with both vendors and customers

- Own the end-to-end lifecycle of customer and vendor disputes from intake of disputes to initiating disputes, tracking progress, and ensuring timely, documented resolution

- Uncover and resolve discrepancies, overcharges, and unpaid balances with carriers and customers due to quantities, rates, currency, and other root causes

- Dig into call and messaging data to identify why bills don't match or find evidence of fraud

- Build dashboards that communicate key metrics related to the lifecycle of disputes

- Read contracts and interpret what should be the invoice versus what it is

- Act as the primary point of contact to negotiate dispute resolutions, settlements, and payment terms in accordance with company practices

- Partner closely with data analytics, engineering, and accounting to reconcile accounts

Qualifications:

- 8+ years of professional experience in telecom operations, fraud operations, customer success, vendor management, procurement, collections, or consulting

- Sharp written and verbal communication skills

- Experience negotiating disputes constructively with customers or vendors

- Experience in collections, dispute resolution, or billing analysis

- Experience in project management

- Experience wrangling data with Excel / Google Sheets, Looker or SQL

Desired qualifications:

- Understanding of the A2P SMS ecosystem, international traffic routing, international revenue share fraud (IRSF), artificially inflated traffic (AIT) and the ecosystem profit chains

- Understanding of industry standards with respect to AIT and fraud handling such as frameworks from i3forum, GSMA, MEF or ITW Global Leaders' Forum

- Understanding of Call Detail Records (CDRs) and ability to build strong dispute case files

- Experience working with workflow platforms like Airtable or building dashboards

- Experience in telecom, technology, or consulting industries

- Experience with advanced data analysis like Python or scripting

- Experience with AI and automation tools to accelerate productivity

Location: This role will be remote and based in Ontario, British Columbia or Alberta, Canada.

What We Offer: Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. The estimated pay ranges for this role are as follows: 90,800.00 - CAD 113,500.00. Target Bonus Percentage 15%.

## Skills

### Required
- telecom operations
- fraud operations
- customer success
- vendor management
- procurement
- collections
- consulting
- project management
- data analysis
- SQL

### Nice to have
- A2P SMS ecosystem
- international traffic routing
- IRSF
- AIT
- Call Detail Records
- workflow platforms
- advanced data analysis
- AI and automation tools

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/8292798?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)