Product Operations Specialist, Risk

GoodLeap is seeking a Product Operations Specialist, Risk to oversee the day to day management of HELOC risk and fraud activities. This onsite role in Austin centers on taking ownership of case resolution from intake through disposition, evaluating risk alerts, verifying identities, and supporting post-approval operations with a focus on efficiency and automation.

Overview

• Location: Austin, TX (onsite)
• Salary: USD 25 - 28 per hourly
• Minimum experience: 3 years
• Education: High School Diploma or equivalent

Responsibilities

• Manage the day-to-day resolution of risk and fraud cases for the HELOC product, ensuring timely handling within service levels.
• Review risk alerts, monitor transactions, investigate suspected fraud or account takeover, perform identity verification on failed authentication events, and conduct homeowner cashout reviews.
• Communicate directly with borrowers to verify activity, resolve issues, and act as the escalation point for risk events, coordinating with Business Credit Risk, Compliance, or Tech as needed.
• Handle a high volume of cases with accuracy and in line with established timelines.
• Cross-train on and support broader post-approval operations casework, including HELOC closing and recording issue resolution, account booking, AVM requests, customer dispute investigation and resolution, and vendor coordination.
• Provide coverage for the operations team as needed and engage with borrowers to drive issue resolution.
• Support audits, compliance reviews, and internal reporting across risk and operations workflows.
• Identify opportunities to improve efficiency and automation across risk and operations workflows; define requirements and partner with Engineering, Product, and vendors to implement improvements over time.
• Determine which tasks are ready to automate and which require investigative human review.
• Define and maintain standard operating procedures across the risk function and cross-trained operations, updating them as common issues emerge.
• Support related change management efforts.
• Perform other duties as assigned based on business needs.

Requirements

• High School Diploma or equivalent required.
• Associate’s or Bachelor’s degree in Business, Finance, or a related field preferred.
• 3–5 years of experience in payment operations, transaction monitoring, fraud operations, or risk operations, ideally in fintech or financial services.
• Hands-on experience reviewing fraud alerts, investigating transaction disputes, performing account verification, and resolving risk and operations cases.
• Ability to manage a high volume of cases with accuracy and within defined service-level timelines.
• Strong analytical, organizational, and problem-solving skills with sharp attention to detail and risk awareness.
• Ability to identify inefficiencies and opportunities for automation, and to help define and implement process improvements.
• Familiarity with fraud-detection platforms and automated decisioning is a plus.
• Effective written and verbal communication skills; ability to coordinate cross-functionally with Compliance, Risk, Product, and Engineering teams, and to communicate directly with borrowers.
• Proficiency in CRM and case management systems and digital operations tools.
• Ability to operate independently and build processes from scratch in a fast-paced, greenfield fintech environment.