Investigations Specialist, Veeqo Seller Support

Overview

In this role you lead Veeqo’s account investigation and fraud response, partnering with cross-functional teams to detect, investigate, and mitigate fraud and related issues. You own the end-to-end framework and tooling, from detection to resolution, while maintaining professional communication with sellers. You shape processes, run post-incident reviews, and drive improvements to stay compliant with GDPR and PCI DSS. You’ll influence leadership with risk insights and strategic recommendations.

Responsibilities

• Design and own end-to-end fraud prevention and investigation framework (KPIs, policies, SOPs, response protocols)
• Build and manage fraud detection tools and rules using Metabase, FullStory, and custom rule engines
• Conduct thorough fraud investigations: gather evidence, analyze data, document findings, and propose actions
• Serve as primary handler for Stripe issues (disputes, failed payments, refunds) to ensure accurate reconciliation
• Handle carrier chargeback queries and develop dispute strategies to recover funds
• Communicate with sellers through the full investigation lifecycle with clear updates
• Decide on resolution vs escalation and route high-stakes cases with recommendations
• Collaborate with Product, Engineering, Legal, and Compliance to close process gaps and ensure GDPR/PCI DSS compliance
• Deliver fraud trend reports and risk assessments to leadership, quantifying financial impact and proposed mitigations
• Investigate and resolve non-fraud account issues (compromise recovery, compliance actions, disputes, escalations) with thorough documentation
• Own continuous improvement of the investigation function through post-incident reviews, tooling evaluation, training, and mentoring

Key requirements

• Experience with data analysis tools (Excel, Pivot Tables, macros, SQL)
• Experience in fraud/risk investigations
• Experience communicating results to senior leadership
• Experience identifying and resolving complex issues and influencing decisions

• Communication with senior stakeholders
• Problem solving and proactive decision-making
• Mentoring and training mindset
• SQL
• Excel (Pivot Tables, macros)
• Tableau

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