Fraud Specialist, Supplier Operations & Governance

Accountabilities: Advise account managers, accounting teams, and management on effective practices for handling billing disputes and fraud-related issues. Investigate and resolve fraudulent service misuse, including Artificially Inflated Traffic (AIT) and International Revenue Share Fraud (IRSF), as well as billing errors and rate discrepancies. Manage the complete dispute lifecycle for customers and vendors, from intake and case initiation through progress tracking, negotiation, documentation, and final resolution. Analyze call and messaging data to identify billing mismatches, investigate suspicious activity, and establish evidence supporting dispute claims. Identify and resolve overcharges, unpaid balances, and discrepancies involving quantities, rates, currencies, contractual terms, and other root causes. Negotiate dispute settlements, payment terms, and resolutions with customers and telecommunications carriers, taking contractual obligations and industry practices into account. Review contracts and compare agreed commercial terms with invoices to identify discrepancies and determine appropriate corrective action. Build dashboards and reporting tools to monitor dispute lifecycle metrics, communicate performance insights, and drive operational improvements. Collaborate with data analytics, engineering, and accounting teams to reconcile accounts, investigate complex cases, and implement effective solutions. Serve as a primary point of contact for dispute negotiations, ensuring timely communication, well-supported decisions, and documented outcomes. Requirements: At least 8 years of professional experience in telecommunications operations, fraud operations, customer success, vendor management, procurement, collections, consulting, or a related field. Strong written and verbal communication skills, with the ability to explain complex financial and operational issues clearly. Demonstrated experience negotiating disputes constructively with customers, suppliers, vendors, or other external stakeholders. Practical experience in collections, dispute resolution, billing analysis, or financial reconciliation. Project management experience, including coordinating multiple stakeholders and managing cases through to resolution. Strong data analysis skills and experience working with Excel or Google Sheets, Looker, SQL, or comparable tools. Ability to investigate complex discrepancies, interpret contractual terms, identify root causes, and develop evidence-based recommendations. A detail-oriented, persistent, and commercially minded approach, with strong ownership of problems and outcomes. Desired qualifications: Understanding of the application-to-person (A2P) SMS ecosystem, international traffic routing, IRSF, AIT, and the commercial incentives and profit chains within these ecosystems. Familiarity with industry frameworks and fraud-handling standards from organizations such as i3forum, GSMA, MEF, or ITW Global Leaders’ Forum. Knowledge of Call Detail Records (CDRs) and experience assembling comprehensive, evidence-based dispute case files. Experience using workflow management platforms such as Airtable or developing dashboards to monitor operational performance. Background in telecommunications, technology, or consulting. Experience with advanced data analysis, Python, scripting, or other analytical automation techniques. Familiarity with AI tools and automation solutions to improve productivity and streamline operational workflows. Benefits: Estimated annual salary: CAD 90,800–113,500, with the starting salary determined by relevant skills, experience, and geographic location. Target bonus: 15%. Remote-first working arrangement for candidates based in Ontario, British Columbia, or Alberta, Canada. Competitive compensation and paid time off. Parental leave and wellness leave. Healthcare benefits, with specific offerings varying by location. Retirement savings program and potential retirement contributions. Depending on the role and eligibility, additional compensation and benefits may include incentive programs, equity grants, and health and wellness benefits. Opportunities to collaborate with international teams, develop professional skills, and contribute to meaningful operational improvements. Occasional travel may be required for in-person project meetings, team gatherings, or customer meetings. Opportunities to participate in community initiatives through volunteering and donation support.