About the opportunity
The internet can be a complex and challenging landscape! The Trust & Safety team at N26 exists to protect our users from the numerous threats faced by online banks. We are seeking a Trust & Safety Analyst to play a vital role in protecting our users and our brand while sowing trust and making the financial world a safer place for all.
In this role, you will bridge the gap between our security initiatives and our customer-facing teams. You will collaborate with Product Development to optimize the complex layers that keep N26 secure. You will work closely with Customer Service (CS) to ensure our processes are secure, efficient, and customer-centric, minimizing the impact of fraud through proactive investigation, documentation, and education.
This is a hybrid role based in Berlin or Barcelona.
In this role, you will:
- Monitor and Detect: Proactively track fraud trends and identify complex fraud patterns and scenarios using our internal monitoring systems.
- Investigate: Lead investigations into risk events, ensuring valid, accurate outcomes and empathetic handling of sensitive customer cases.
- Educate & Evangelize: Design and deliver internal training content covering security hygiene and phishing protection. You will act as a Trust & Safety ambassador, embedding risk-averse methodologies across the organization.
- Document & Govern: Own and maintain process documentation and Support Center materials, ensuring they remain clear, accessible, and up-to-date.
- Analyze & Improve: Conduct comprehensive reviews of CS processes to identify and close security gaps. You will partner with senior stakeholders to test and refine new app functionality to mitigate security concerns prior to release.
- Collaborate: Facilitate threat modeling sessions and contribute to cyber threat intelligence gathering to help shape our long-term security strategy.
What you need to be successful:
- Analytical Mindset: A proven desire to combat fraud and investigate the root cause of systemic issues. You are comfortable utilizing detection tools and developing mitigation strategies.
- Fraud Expertise: A solid understanding of fraud concepts, scenarios, and the psychology behind financial crime and victim impact.
- Communication: Strong written and verbal skills, with the ability to present complex security concepts clearly to diverse stakeholders. You are a facilitator who balances security with user experience.
- Empathy & Judgment: A deep desire to understand different points of view, particularly when supporting colleagues in Customer Service and dealing with impacted users.
- Adaptability: The ability to perform well under pressure and make sound decisions in a fast-paced, evolving fintech environment.
- Operational Excellence: You work independently, take initiative on process improvements, and maintain high-quality documentation standards.
Nice to Have:
- Developing technical skills in data analysis (e.g., SQL, Google Sheets, Metabase) or a strong willingness to learn them.
- Experience collaborating with both technical and non-technical stakeholders.
- Previous experience in a Customer Service or Operations role within a fintech or tech environment.
What’s in it for you:
- Accelerate your career growth by joining one of Europe’s most talked about disruptors 🚀.
- Employee benefits that range from a competitive personal development budget, work from home budget, discounts to fitness & wellness memberships, language apps and public transportation.
- As an N26 employee you will have access to a Premium subscription on your personal N26 bank account. As well as subscriptions for friends and family members.
- Additional day of annual leave for each year of service.
- A high degree of autonomy and access to cutting edge technologies - all while working with a friendly team of peers of diverse nationalities, life experiences and family statuses.
- A relocation package with visa support for those who need it.
Who we are
N26 has reimagined banking for today’s digital world. Technology and design empower everything we do and it’s how we are building the global banking platform the world loves to use.
We've eliminated physical branches, paperwork, and hidden fees for an elegant digital experience and supreme savings. Giving people the power to live and bank their way is what gets us out of bed in the morning and inspires the work that we do.
We are headquartered in Berlin with offices in multiple cities across Europe, including Vienna and Barcelona, and a 1,500-strong team of more than 80 nationalities.
Sounds good? Apply now for this position.
Equal Opportunities:
We recognize that our strength lies in our people and the varied perspectives they bring to our workforce. We strive to build talented and diverse teams to drive our business success and empower our people to reach their full potential.
We genuinely welcome and encourage applications from people of all backgrounds, cultures, genders, sexual orientations, abilities, neurodiversities, and ages. We're committed to creating an inclusive workspace where everyone feels valued and respected, free from harassment and discrimination. If there's anything you need to make the application process work for you, please let us know by reaching out to [email protected].
Visit our website to learn more about Diversity, Equity, & Inclusion at N26.
