Job Description

WHO WE ARE

At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.

Our Ambition: To build the world’s most disruptive payment network and redefine what the payment experience should feel like.

Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high-growth environment, join us and be part of a team that’s transforming the way the world pays.

About the Fraud Operations team

This role is within our dedicated Fraud Operations team, an agile, cross-border squad operating between Stockholm and Lisbon as a key pillar of Trustly’s Financial Crime Prevention organization. We are on the front lines investigating complex fraud patterns, protecting Trustly and our consumers from emerging risks, and feeding intelligence back into our machine learning detection models.

About the role

The fraud landscape is rapidly evolving, and our team plays a pivotal role in keeping Trustly safe while ensuring friction-free transactions for legitimate users. We are looking for an analytical and detail-oriented Fraud Analyst to join our growing hub in Lisbon.

In this role, you will investigate end-to-end fraud claims, dissect first-party and third-party fraud patterns, and lead complex liability claim workflows under UK regulatory frameworks. Working with data query templates and manual extraction tools, you will analyze transaction behaviors, interact directly with external partner banks and merchants, and label crucial data points to continuously strengthen our automated rule sets and machine learning systems.

What you’ll do

• Independently investigate fraud claims received from partner banks and merchants, assessing incident validity and identifying underlying fraud vectors.
• Lead end-to-end investigations on UK legislative liability claims where Trustly holds shared liability, ensuring fair and timely resolution outcomes.
• Communicate and collaborate directly with external financial institutions, partner banks, and merchants to gather evidence, resolve disputes, and clarify fraud findings.
• Accurately mark and categorize transaction datasets to retrain our automated fraud rules and machine learning models.
• Conduct proactive undetected fraud monitoring and analysis across transaction streams using internal extraction tools and SQL query templates.
• Collaborate closely with team members across Lisbon and Stockholm to share typologies, refine operational workflows, and improve team playbooks.

Who you are

• Dedicated Fraud Experience: Proven experience specifically within fraud operations or fraud investigations
• Typology Knowledge: Solid understanding of fraud mechanisms, specifically differentiating between first-party fraud, third-party fraud, and account takeover vectors.
• Data & SQL Fluency: Basic familiarity with SQL to run, read, and adjust query templates, with high comfort navigating large datasets without getting overwhelmed.
• External Communication: Excellent written and verbal communication skills in English, with the diplomatic presence required to liaise effectively with partner banks and merchants.
• Collaborative & Humble Mindset: A strong team player who thrives in a close-knit, supportive environment, values active listening, and enjoys rolling up their sleeves to solve puzzles together.
• Fintech Affinity: Prior experience in a payment processor, fintech, or fast-paced digital transaction environment is considered a strong plus.