Risk Operations Analyst

Do you have a spidey sense when it comes to fraud and risk?

Then the Risk Team might be the place for you! We’re looking for a Risk Operations Analyst to be part of our Fintech department. 

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers, while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want! 

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists. With an Executive team that has over thirty years of industry experience of leading the way, we’ve come a long way from our first customer in 2011—but we’ve just scratched the surface of what we want to accomplish for our customers.

The team:

Fintech is one of the fastest-growing parts of Jobber, and a core strategic priority for us as a company. We're investing in this growing area because we believe embedding financial tools within our product deepens our ability to help small businesses be successful. Whether it’s helping small businesses get paid, offering financing to their customers, or accessing capital to invest in growth – we believe small business owners should have seamless access to financial tools that allow them to thrive.

Our Risk team - a key group within the broader Fintech team - is central to Jobber’s success, focused on keeping both our Jobber Payments customers and Jobber safe. 

The role: 

The Risk Operations Analyst will be a key part of the Risk team, leveraging technology and analytics to detect, investigate, and mitigate current and emerging fraud and credit risks and protect Jobber from financial losses. This is an existing role in an area that is experiencing significant uplift, so prior experience in similar roles and a strong growth mindset will go a long way.

The Risk Operations Analyst will:

• Perform risk evaluations of new and existing Jobber and Jobber Payments accounts and transactions by using internal and third party data sources, reviewing documentation, and completing online research. 
• Uncover risky and/or anomalous patterns and behaviors and make balanced decisions by setting appropriate account level controls to mitigate fraud and credit losses with a need for speed. 
• Analyze, validate and process customer chargebacks and ACH returns, build chargeback cases from the ground up, research disputes, create mitigation strategies (when required). 
• Act as the go-to person for coaching and educating small business owners on the chargeback lifecycle and ACH returns and proactively assist them with fraud and dispute avoidance.
• Communicate with the SPs using support channels such as email.
• Identify issues, make sound recommendations and work collaboratively with our SPs to solve issues, while also collaborating within Risk and with teams such as Success, Finance, Fintech, Bizops and Product teams to enhance the customer experience and protect Jobber and our customers. 
• Identify opportunities for policy, procedure, and process improvements within Risk Operations and champion those opportunities from idea to implementation.
• Support ACH limit increases requests, reviewing SPs for risk and adjusting their limits accordingly. 
• Monitor SPs ACH and Card limit behaviour, identifying low risk SPs that require limit adjustments. 
• Support broader business on operational risk-relevant topics as needed.

To be successful, you should have:

• An analytical and inquisitive mindset. We’re looking for someone with a data-driven and investigative mindset who can find and interpret suspicious transaction trends, review account activity for signs of fraud or abnormalities, and take action accordingly.
  • Bonus points for SQL experience.
• Clear written and verbal communication skills. You’ll be dealing with our SPs daily and with other stakeholders across Jobber at times, so being able to translate your ideas and findings clearly will be important. Talking about fraud, risk and loss of money can be uncomfortable, so you should be willing to engage in those types of conversations and work to resolve conflicts. 
• A problem-solver and team-player mindset. In this role you’ll be working with others to find solutions for managing risk. You’ll need to be able to understand problems and help solve them in a way that works for both our SPs and Jobber. Collaboration is extremely important in this role. 
• The ability to embrace ambiguity and change. We don’t know what we don’t know, so you should be comfortable coming in and improving the process. 
• The ability to work autonomously with superb time management skills. We are fully remote and distributed across the country. While you’ll be a member of a team and there are connection points, you’ll be on your own most of the day. You’ll need to be a self-starter with the ability to make decisions and find direction and guidance proactively. You’ll be accountable for both your successes and your shortcomings.
• Be a self starter, identifying issues and opportunities and proactively escalating or resolving these.
• Strong task prioritization skills, know when the details matter and when they do not.
• Have an investigative and curious mindset -you want to know “why” and find ways to answer your question.