Voice Fraud Specialist

Who We Are

Bandwidth, a prior “Best of EC” award winner, is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we're the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support. Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders!

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For

Assist with throttling fraudulent traffic across Bandwidth’s Voice Networks.

The Voice Fraud Specialist monitors network data, identifies fraudulent activity and executes fraud mitigation exercises against robocalls, revenue leakage, scam calls and network abuse. Analyze reports, detect patterns, set threshold crossings, and detect fraudulent anomalies. Engage in fraudulent investigations and escalate to the proper entities. Draft requirements to develop new tools and reports to improve Fraud Mitigation Team efficiency. Discuss issues and concerns with customers related to voice fraud, as well as talk them through what types of fraud to be aware of on their network.

What You'll Do

• Determine fraudulent trends by analyzing data patterns and network behaviors.
• Prioritize, investigate and act upon fraud related trouble tickets. 
• Analyze reports, call detail records (CDR) and alarms to determine the best course of fraud mitigation actions.
• Conduct investigations of suspected, alleged, or known internal and/or external fraudulent activity to ensure minimal loss to the organization.
• Open upstream trouble tickets, email and conduct conference calls with abusive customers and service providers in order to convince them to stop, reduce and eliminate their abusive traffic on Bandwidth’s networks.
• Work with LECs, IXCs and other industry parties on mutual fraudulent events and scams. Assist other teams (NOC, Legal, Engineering, Product, Sales) with voice fraud events, trending and investigations. 
• Open, solve and close Fraud/AUP violation related trouble tickets in a timely manner.
• Compile & produce fraud related activity reports for immediate leadership
• Continuously recommend system improvements, and processes to prevent fraudulent activities. Recommend new software tools used for fraud detection, prevention and reporting activities.
• Train the Fraud Operations team on both existing and newly discovered voice fraud threats that can be found within the Bandwidth voice network.
• Handle escalations dealing with voice fraud that come from the Fraud Operations team and/or other teams within the organization.
• Manage additional projects, responsibilities and other duties as assigned.
• This includes "on-call" assignments.

What You Need

• Education:
  • Bachelor’s degree, or comparable industry or military experience
• Experience:
  • 5-8 years’ experience. 
  • 5+ years’ experience in fraud identification/investigation or law enforcement.
  • 3+ years of industry Fraud Mitigation experience
• Knowledge:
  • Solid understanding of telecom and fraud threats, including complex fraud analytics and the identification of traffic/CDR irregularities or abuse. Excellent knowledge of telephony, products and services.
• Skills:
  • Skilled in research and reporting data, including database queries, spreadsheet operations and data analysis.
  • Team leadership abilities in prevention, detection, and mitigation of all fraud/AUP violation activities.
  • Professional communication skills (may include with customers, carriers, government agencies, and the public).
  • Ability to prioritize and successfully manage multiple leadership and fraud mitigation tasks and deadlines.
  • High degrees of confidentiality and ethics.

Bonus Points

• Experience:
  • 5 years of network operations or network fraud management 
• Knowledge:
  • Understanding of SIP protocol, robocalls, toll fraud, SPAM, international fraud techniques and prevention. Leadership training desired, but not required.
• Skills:
  • MS Excel, Pivot tables, data graphing, data management and security

The Whole Person Promise

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.

Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply! You won’t want to miss the opportunity to be a part of the BAND.

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