Navan is building a best-in-class Fraud Operations team to support our rapidly growing travel and expense management businesses. We are seeking a Senior Fraud Investigation Analyst to join our 24×7 fraud operations function and help protect our customers by reviewing transactions, identifying fraudulent activity, and performing customer verification when required.
This role is a purely operations-focused position, where accuracy, timeliness, and adherence to established fraud policies and SLAs are critical to success. The Fraud Operations Analyst will report to the Lead, Fraud Operations within the Risk Management organization.
What You’ll Do:
- Review and analyze flagged transactions to determine whether the activity is legitimate or fraudulent.
- Make accurate fraud/non-fraud decisions by following defined policies, procedures, and decision frameworks.
- Conduct outbound customer communication (phone and/or email) to verify suspicious charges and confirm the account activity when required.
- Clearly document investigation outcomes, customer interactions, and actions taken in internal case management systems.
- Take appropriate action on confirmed fraud cases, including transaction blocking or account-level actions or user-level actions, in accordance with SOP guidelines.
- Meet or exceed defined service level agreements (SLAs) while maintaining a high level of decision accuracy and quality.
- Work efficiently in a 24×7 shift-based environment, including participation in one of three rotating shifts when required.
- Escalate complex or high-risk cases to leads in line with established escalation procedures.
What We’re Looking For:
- At least 3 years of experience in fraud operations, transaction monitoring, payments risk, trust and safety, or a related fraud-focused operations role.
- Hands-on experience reviewing transactions and making fraud determinations.
- Comfortable performing outbound customer verification and handling sensitive conversations professionally.
- Strong verbal and written communication skills.
- High attention to detail with a consistent track record of accurate decision-making.
- Ability to work in a high-volume, fast-paced operational environment while meeting strict SLAs.
- Willingness and flexibility to work across three rotating shifts as part of a 24×7 operations team.
- Familiarity with fraud tools, case management systems, or payment platforms is a plus.
- Experience in fintech, payments, travel, or e-commerce environments is a plus.