Fraud Activity Agent - French Speaking - Competitive Salary

Job Description:
We are looking for a detail-oriented Fraud Activity Agent to join our team in Barcelona or Valencia. You will play a key role in protecting our marketplace by investigating and resolving potential fraud cases while ensuring a seamless customer experience.

Key Responsibilities:

• Investigate and verify suspicious activity using internal tools and predefined processes.

• Collect, review, and validate documentation submitted by customers to assess potential fraud.

• Resolve high-risk cases promptly and accurately, adhering to timelines.

• Monitor pending cases and follow up if documentation is not received within 14 days.

• Maintain accurate case records and ensure compliance with internal protocols and SLAs.

• Communicate professionally in sensitive or escalated cases.

• Apply knowledge of marketplace processes and fraud indicators to prevent and mitigate risk.

• Identify areas for improvement in fraud prevention workflows and share recommendations.

• Uphold professionalism, autonomy, and sound judgment in handling high-impact cases.

Requirements:

• C1 level French and advanced English skills.

• At least 6 months’ experience in a fraud-related or back-office support role within a digital marketplace.

• Consistently met or exceeded KPIs in previous roles.

• Professional integrity with no disciplinary actions on record.

• Strong interpersonal skills, including active listening, empathy, and adaptability.

• Experience handling complex or escalated customer interactions professionally.

• Strong problem-solving skills using knowledge bases, search engines, and AI tools efficiently.

• Autonomy, accuracy, and attention to detail.

• Understanding of OS-level technical systems (iOS, Android, Windows) and the ability to explain clearly.

• Proficiency with operational tools like CRMs and shipment tracking systems.

• Ability to thrive under pressure, make well-reasoned decisions, and apply root-cause thinking.

• Initiative to drive improvements and share best practices with the team.

• Reliable, punctual, and maintains a positive professional work ethic.

What We Offer:

• Full-time permanent contract, 39 hours/week.

• Working hours: Monday to Friday, 9am – 6pm.

• Salary: €22,000 gross/year + up to €2,400 gross/year in bonus.

• Great office location in Barcelona or Valencia.

• Fully paid training about the company and project.

• Career development program and specialized courses.

Location: Barcelona / Valencia