• Ensure compliance with company policies and regulatory requirements. • Maintain accurate and detailed records of all account documentation. • Communicate effectively with advisors to resolve any discrepancies or issues. • Coordinate with the VCC Support teams, including Manager, Supervisors, and technicians in daily activities for remote technical support verifications, downtime reporting, and verification and tracking of remote equipment. • Maintain VCCs documentation and databases with meticulous dedication to ensure our records are accurate and up to date. • Ability to work all shifts in a 7x24x365 environment including rotating on call coverage • Review of existing Red-Light Camera locations, including still images and video (pre and post process) to ensure the equipment is working properly and captured images are of the highest quality • Ability to work in a fast-paced operational environment. • Ability to work independently with minimal supervision. • Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities. • Ability to learn in an 'on-the-job' training environment. • Participates in planning, daily stand-ups, backlogs sessions. • Performs other duties and/or special projects as assigned. • Identifies areas of opportunity to improve our service offering. • Adhere to customer-specific procedures and Service Level Agreements (SLA) as well as team KPI’s. • Ability and willingness to learn new things, particularly new technology. • Provide expert work order management through driving, following up and closure of assigned trouble tickets.

• Responsible for remote troubleshooting, site and roadside monitoring and general uptime for devices managed by the VCC. • Dedicate to keeping clients roadside network devices online and operating at peak efficiency. • Demonstrate drive to find work, seek out problems and ensure Ops techs are meeting standards and expectations. • Work on difficult and complex issues, find technical solutions for undefined issues. • Be a key or lead member of the dynamic response team. • Adapt role and responsibility with the needs of the unit or area assigned to.

About Airwallex Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide - including Brex, Rippling, Navan, Qantas, SHEIN and many more - with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,200 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you're ready to do the most ambitious work of your career, join us. Attributes We Value We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you're motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero-to-one ideas into real products, and you "get stuff done" end-to-end. You use AI to work smarter and solve problems faster. Here, you'll tackle complex, high-visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let's build what's next. About the team The Operations team at Airwallex ensures the smooth and efficient functioning of our services and processes. We focus on optimizing workflows, improving operational efficiency, and delivering exceptional customer support. By streamlining operations and implementing best practices, we help drive the company's growth and maintain high service standards. Our team is dedicated to providing a seamless experience for our customers and supporting Airwallex's mission to empower businesses globally. What you'll do You'll investigate high-risk customer activity and act quickly when accounts show signs of compromise. This role combines live fraud investigation, customer loss adjudication, risk mitigation, and trend analysis, with a strong feedback loop into product controls and machine learning models. You'll work across internal systems, authentication data, device and location signals, and case history to make sound decisions in ambiguous situations. This role is based in the United States. Responsibilities: - Investigate customer accounts flagged by internal risk models, operational escalations, or customer reports for signs of Account Takeover, including anomalous device signatures, unusual login behavior, rapid IP or geolocation shifts, and suspicious profile changes such as email, password, phone number, or user access updates. - Evaluate customer-reported claims of unauthorized account access and financial loss by reviewing internal database records, authentication logs, transaction history, and case evidence to determine whether activity was unauthorized under applicable policy and regulatory frameworks, including Regulation E where relevant. - Execute immediate containment actions on compromised or high-risk accounts, including locking access, freezing users, restricting payouts, applying step-up verification, and supporting secure restoration of account ownership to the legitimate customer. - Identify and connect fraud patterns across accounts, devices, beneficiaries, and behaviors to detect emerging ATO tactics, phishing campaigns, credential stuffing activity, mule account usage, and bot-driven abuse. - Document investigation findings clearly and defensibly, including decision rationale, financial impact, root cause, and follow-up actions, so outcomes are audit-ready and easy for internal stakeholders to understand. - Partner closely with Risk Engineering, Product, Data Science, Customer Support, and other stakeholders to improve detection logic, strengthen controls, and inform automated rules and machine learning models based on operational learnings. Who you are - We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory. Minimum qualifications: - 3+ years of operational experience in fintech, digital banking, e-commerce, or payments, with a strong track record in risk operations, fraud investigations, or related work. - Strong analytical skills and can navigate incomplete or ambiguous information, interpret complex system and account activity, and make sound decisions with limited context. - Comfortable handling live risk incidents and balancing speed, accuracy, customer experience, and control effectiveness in a fast-paced environment. - Write clear, concise case rationales and communicate effectively with cross-functional stakeholders across operations, product, engineering, and support teams. Preferred qualifications: - Experience investigating Account Takeover, identity theft, credential stuffing, phishing, vishing, or other unauthorized access typologies. - Familiar with financial regulations and dispute frameworks related to unauthorized transactions, including Regulation E. - Experience using fraud prevention, digital footprint, device intelligence, IP or geolocation, authentication, or case management tools to investigate suspicious activity. - Comfortable spotting repeat attack patterns and translating case insights into recommendations for better controls, rules, and operational playbooks. Applicant Safety Policy: Fraud and Third-Party Recruiters To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. Equal opportunity Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don't regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know. #BI-Hybrid

• Work closely with the OE team and leaders to lead Human Performance and Operational Excellence efforts. • Plan, deploy, and maintain a culture of learning, agility, and Continuous Improvement. • Lead Operational Learning & Continuous Improvement efforts to improve reliability/safety/costs. • Coordinate with OE team and leaders to ensure all employees have the training, practice, encouragement, modeling, coaching, and reinforcement to effectively deploy OE and HP tools, tactics, strategies, and philosophies. • Continuously focus on the most up-to-date thinking/practices/research in OE and HP, constantly enhancing subject matter expertise. • Assist leadership in engagement of all employees to sustain continuous improvement. • Monitor and communicate progress of KPIs associated with OE and HP. • Provide leadership / mentoring / training to all levels of the business on the use and practice a variety of HOP/Lean tools creating a culture of continuous improvement. • Conduct assessment of the OPI & HOP programs through independent audits. • Assist in the development, improvement, and delivery of OE and HP training for all levels of the organization. • Conduct Learning Teams, process improvement and problem-solving events.