Payments & Fraud Operations Specialist (m/f/d)

The role

You will provide out-of-hours operational coverage to ensure the stability and security of payment systems. This role involves customer support, payments operations, and fraud monitoring during evenings, nights, and weekends.

What you will do

• Act as primary front-line contact for urgent out-of-hours customer inquiries via phone, email, or ticketing systems.
• Handle critical real-time customer requests like card blocking, PIN resets, and account access.
• Manage merchant dispute intakes and high-priority weekend limit increase requests.
• Monitor payment processing, authorisations, and declines.
• Identify and investigate payment failures, delays, and system anomalies.
• Perform first-line incident triage and escalation for payment-related issues.
• Conduct real-time transaction monitoring to detect suspicious or fraudulent activity.
• Investigate alerts, flagged transactions, and unusual behavioural patterns.
• Take immediate action such as blocking cards or restricting accounts.
• Produce incident summaries and handovers for the next business day.

Required qualifications

• 3-4+ years in payments operations, fraud operations, or fintech operations
• Experience with transaction monitoring, incident handling, or payment investigations
• Familiarity with card payments, payment processors, or financial systems
• Strong analytical and problem-solving skills
• Ability to make confident, playbook-driven decisions independently under pressure
• High attention to detail and structured approach to investigations
• Clear written and verbal communication for incident reporting and escalation
• Comfortable working independently during non-core hours
• Strong sense of ownership and accountability
• Proactive in identifying risks and operational issues
• Comfortable working with ambiguity and limited immediate support
• Experience with monitoring tools, ticketing systems, or fraud detection platforms i.e. Thredd, FraudAdvantage, Jira, Slack, Visa/MC Connect

Nice to have

• SQL is a plus
• Chargeback knowledge desirable

Benefits

• Attractive remuneration and benefits package
• Flat hierarchy and transparent communication
• Flexibility and possibility to work remotely
• Pliant Card with monthly credit to explore the product and enjoy food with colleagues

About the company

Pliant is a modular B2B payments platform combining commercial card issuing, payment accounts, FX and spend management. Founded in 2020 and headquartered in Berlin, it serves businesses and partners across Europe and North America.