Lead Fraud Analyst

This will be a remote role to start, with plans to transition to hybrid in-office 2x/week located in downtown Toronto.

With millions of diners, tens of thousands of restaurants, and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue. Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

The Team

OpenTable is the industry leader in empowering great dining experiences, and the Fraud Team is a key stakeholder in making sure our product offerings are safe and trusted by all customer types. Our ability to effectively manage risk, while enabling frictionless experiences, is an imperative element of the company. We are passionate about creating methodologies and processes to mitigate losses and add value to the business. If you share this passion, get excited about creating a trusted platform, and can deliver exceptional service in a fast-paced environment, then this role may serve up exactly what you are looking for.

In this fun and challenging position, you will be responsible for analyzing user behaviors and various data sets, reviewing suspicious accounts, identifying new fraud trends, and resolving potentially fraudulent activity. A successful analyst will be able to work with internal teams and external partners to resolve cases of fraud and minimize potential losses. This role will report to the Fraud Manager, under OpenTable’s Security Team, and will receive hands-on training and exposure to multiple cross-functional partners. Successful candidates for this role are analytical, curious, passionate about fairness, and aren’t afraid to roll up their sleeves and get their hands dirty.

In this role, you will:

• Investigate and research various transaction types to identify fraudulent activity, including but not limited to: e-commerce payments, loyalty redemptions, reservation statuses, customer reviews, account activity, and other internal adjustments
• Perform systematic and ad hoc analysis on customer behavior to recognize new fraud trends and transaction patterns
• Fraud Prevention - Determine strategies and product requirements and improvements to comprehensively address various fraud types
• Leverage vendor tools to perform manual reviews
• Investigate issues escalated by various teams, including: Restaurant field teams, Support, Legal, Product, Engineering, etc.
• Contact customers by phone and email to assist with fraud/payment related inquiries and authentication
• Work alongside manager to troubleshoot and brainstorm solutions when new trends or issues are identified
• Assist with miscellaneous department related tasks
• Communicate effectively with other team members and various cross-functional partners

Please apply if:

• 5+ years of experience with general fraud/risk operations or payments fraud, or trust and safety
• Bachelor’s degree with a concentration in business, mathematics, finance, or criminology
• Sound understanding of fraud trends, global practices, credit card industry regulations, Data Protection, PCI DSS
• Experience working with payment providers such as Stripe, Adyen, PayPal, Braintree; experience with point of sale systems is a plus
• Technical proficiency with GSuite, Salesforce, Jira, Kibana, MicroStrategy, Google Sheets and Microsoft Excel (including pivot tables, formulas, filtering/sorting)
• Highly detail-oriented individual with exceptional analytical, problem-solving, and organizational skills
• Ability to analyze information and draw logical conclusions
• Ability to meet deadlines and prioritize deliverables
• Passionate self-starter who looks for opportunities to learn and grow; highly self-motivated
• Ability to collaborate well with others and confident enough to communicate to a broad audience
• Excellent written and verbal communication skills; English proficiency is required
• Willingness to work nights/weekends during peak times/seasons, as needed

What you’ll get from this role:

• Expand your expertise in a growing industry
• Hands on training in fraud and e-commerce
• Access to education, including conferences and webinars
• Experience with new detection technologies and exposure to various vendor partners
• An engaging role with a variety of day to day responsibilities
• A fair work life balance
• Competitive compensation and health benefits
• Paid Time Off - 20 days a year
• Birthday/celebration PTO - 1 day
• Annual company weeks off
• Flexible sick time off
• Parental Leave Benefits
• Life & Disability Insurance
• Group RRSP and DPSP
• Major Medical Insurance (dependent care options)

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. The range for this Toronto, Canada based role is $55,000-$75,000.

In addition to a competitive base salary, roles are eligible for additional compensation and benefits including: annual cash bonus, equity grant; health benefits; flexible spending account; retirement benefits; life insurance; paid time off (including PTO, paid sick leave, medical leave, bereavement leave, floating holidays and paid holidays); and parental leave and benefits.

Diversity, Equity, and Inclusion

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.

We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.