Fraud Analyst

About Keen

Welcome to Keen, where art meets science. We're more than just another service provider or an outsourcing company. Keen acts as an integral extension of our clients' teams and business goals. Join our group of tastemakers specializing in digital marketing, creative, and customer experience, driving growth for our global clientele. Our vision is an ambitious one: to have best in class leaders and a culture of delivering excellence globally.

If you're keen to advance your career, embrace challenges, and redefine what's possible in the digital realm, you might just be the perfect fit for our dynamic team. Join us, and let's unlock the full potential of our clients' brands together.

Role Description

We are seeking an experienced Fraud Analyst to review suspicious activity, investigate fraud patterns, and protect merchants and carriers from abuse. The ideal candidate will be responsible for analyzing risk signals, making sound judgment calls on account actions, and maintaining high operational standards in a fast-paced environment. This position offers a unique opportunity to play a high-impact role where curiosity, precision, and integrity directly contribute to protecting customer trust and business performance.

Requirements:
• Review and triage alerts flagged by fraud detection tools and internal monitoring systems.
• Investigate suspicious accounts and transactions; recommend and execute appropriate account actions.
• Maintain performance metrics and adhere to strict SLAs in a high-volume operational environment.
• Document findings clearly and consistently within fraud management systems.
• Educate customers on best practices related to account security, safe shipping, and fraud prevention.
• Collaborate closely with Customer Support and Operations teams on escalations and complex cases.
• Identify emerging fraud trends and proactively recommend process improvements.
• Handle sensitive data with integrity, discretion, and sound judgment.

Experience Required:

• 1–3 years of experience in shipping and logistics, fraud prevention, trust & safety, or customer service.
• Strong analytical thinking skills with exceptional attention to detail.
• Proven ability to meet SLAs and productivity targets in an operational or risk environment.
• Experience working across multiple systems and tools (e.g., fraud detection platforms, payment systems, reporting dashboards).
• Ability to work independently in a remote or distributed team environment while maintaining high performance.
• Strong written and verbal communication skills.
• A proactive mindset with a desire to learn, grow, and contribute to a high-performing team.

Benefits:
• Hybrid remote/in-office

• Birthday off
• Professional development & training opportunities
• & More being added!

This is a full-time position, working from 3 pm to 12 am SAST), assisting customers in the U.S.

The role is in-office, based at our office in Wembley Square, Gardens. The ability to commute to and from the office in Wembley Square is required, with transportation arranged from certain locations near Cape Town for shifts between 6pm and 6am SAST.