SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Pliant, a Berlin-based European fintech specializing in B2B payment solutions, is seeking a Payments & Fraud Operations Specialist to provide out-of-hours operational coverage (evenings, nights, weekends, and public holidays on a rotating shift basis). This role sits at the intersection of customer support, payments operations, and fraud management, reporting to the Head of Fraud Operations.
You will serve as the primary front-line contact for urgent out-of-hours customer inquiries via phone, email, and ticketing systems, handling critical requests such as card blocking/unblocking, PIN resets, activation issues, and account access support. You'll manage merchant dispute intakes, triage customer issues, and handle high-priority weekend limit increase requests while delivering empathetic communication to customers in stressful financial situations.
In payments operations, you will monitor payment processing, authorizations, and declines to ensure smooth operation outside core hours. You'll identify and investigate payment failures, delays, and system anomalies, perform first-line incident triage and escalation, support reconciliation checks and exception handling, and maintain clear documentation of incidents and resolutions.
For fraud and risk operations, you'll conduct real-time transaction monitoring to detect suspicious or fraudulent activity, investigate alerts and flagged transactions, take immediate action such as blocking/unblocking cards or restricting accounts, and escalate high-risk cases to on-call risk/compliance teams. You'll also contribute to improving fraud detection processes and playbooks.
As the primary operational contact during out-of-hours periods, you'll triage and prioritize incidents across payments and fraud domains, follow defined escalation protocols for critical issues, ensure timely communication with internal stakeholders, and produce incident summaries for the next business day. You'll identify recurring issues and contribute to process improvements, automation, and the development of runbooks for out-of-hours operations.
You bring 3-4+ years in payments operations, fraud operations, or fintech operations, with experience in transaction monitoring, incident handling, or payment investigations. You're familiar with card payments, payment processors, or financial systems, and equally comfortable handling urgent customer calls and diving into back-office fraud logs. You have strong analytical and problem-solving skills, the ability to make confident, playbook-driven decisions independently under pressure, high attention to detail, and clear written and verbal communication. You're comfortable working independently during non-core hours, have a strong sense of ownership and accountability, and are proactive in identifying risks and operational issues. Experience with monitoring tools, ticketing systems, or fraud detection platforms (Thredd, FraudAdvantage, Jira, Slack, Visa/MC Connect) is valued, along with data analysis skills (Excel; SQL is a plus). Chargeback knowledge is desirable.
