Fraud & Risk Operations Lead

The Role

Truemed enables consumers to pay for eligible health & wellness expenses with HSA/FSA. As we scale, we need a dedicated fraud & risk operator to protect our customers, partners, and the business while keeping approval rates high and friction low.

This is Truemed’s first fraud hire. You’ll own the day-to-day detection, investigation, and remediation of fraud and abuse across our payment flows and customer/partner lifecycle. You’ll also build the foundations: dashboards, playbooks, controls, and partner/vendor workflows. You’ll work cross-functionally with Product, Engineering, Data, Ops/Support, Finance, and Legal to find root causes and ship fixes that stick.

What You’ll Do

Real-Time Monitoring & Response

• Detect, triage, and respond to fraud attacks (e.g., card testing, account takeover, refund/chargeback abuse, synthetic identity) using internal and external tools

• Own incident response for risk events: contain, investigate, document, and drive remediation; participate in on-call/escalation coverage as needed

Investigations & Decisioning

• Perform high-judgment investigations and make consistent allow/deny/hold decisions for transactions, accounts, and partner activity

• Build decision frameworks and escalation paths that balance fraud loss, customer experience, and regulatory/compliance constraints

Disputes, Inquiries, and Chargebacks (Hands-On)

• Own dispute operations end-to-end, including the “minutiae”: monitoring and responding to dispute inquiries/alerts, customer communications, evidence gathering, representment submission, and deadline management

• Maintain clean case notes and audit trails; ensure timely, accurate responses that maximize win rate while minimizing customer friction

• Analyze dispute reason codes and inquiry drivers; implement prevention tactics (policy/process changes, product nudges, data sharing with Support/Ops) to reduce repeat disputes and friendly fraud

Measurement, Dashboards, and Controls

• Define and track core risk metrics (fraud loss, net loss, chargeback rate, approval rate, manual review rate, false positives, backlog health)

• Build reporting and propose/implement controls: velocity rules, blocklists/allowlists, step-up verification, 3DS/issuer strategy (where applicable), and policy updates

Cross-Functional & External Partnerships

• Work closely with Product/Engineering/Data to translate patterns into tooling and product changes (signals, rules, internal admin tools, case management)

• Manage external relationships as needed (processors/acquirers, fraud vendors, card networks/issuers) and drive to underlying fixes, not just band-aids

What We’re Looking For

Minimum Qualifications

• 3+ years in fraud, risk, trust & safety, investigations, or payments ops in a fintech, payments platform, marketplace, or high-scale consumer product

• Strong payments fundamentals: card-not-present risk patterns, dispute/chargeback mechanics (including inquiries), and how controls impact approval rate + customer experience

• Strong analytical ability; comfort with SQL, ability to build dashboards, and measure interventions

• Demonstrated ability to run ambiguous, 0→1 operating problems: define processes, set metrics, create playbooks, and iterate quickly

• Excellent written and verbal communication; calm, precise execution during incidents

• High integrity and good judgment handling sensitive data and customer-impacting decisions

Preferred Qualifications

• Deep experience owning disputes/chargebacks, including inquiry handling, representment, and win-rate optimization

• Familiarity with common fraud tooling and data sources (device/email/phone intelligence, KYC signals, chargeback tools, internal rule engines)

• Experience partnering with Engineering/Data Science to build detection signals, internal tooling, or automated controls

• Healthcare/benefits/regulated-financial-product experience (nice to have)

Success Looks Like

• Within 30–60 days: clear monitoring + escalation, baseline dashboards, and stabilized queues with documented playbooks

• Within 90 days: measurable improvements in dispute rate/chargeback rate and/or fraud loss with minimal impact to approval rate and customer satisfaction

• Within 6 months: durable operating model (controls + tooling + metrics) that can scale into a small team when needed

Logistics

• Location: Los Angeles / SF / Austin preferred // Remote-available

About Truemed

Our mission is to reverse chronic illness back to 1970s levels and make Americans healthy again. We will do this by shifting hundreds of billions of dollars away from our current broken healthcare system, and towards effective lifestyle interventions and prevention. Today's healthcare system spends less than 3% of the $4.3T in annual spending on prevention. This has to change.

Today, 95% of all medical costs go to treating illness. Our goal is to empower people to invest in healthy habits today rather than treating illness in the future. Truemed enables patients to use pretax HSA/FSA funds to buy healthy food, exercise equipment, and supplements. We support brands like Peloton, Eight Sleep, Momentous, and hundreds of others. We're building the infrastructure that allows health and wellness merchants to accept the $150+ billion tied up in HSA and FSA accounts.