Fraud Operations Specialist – Fraud Onboarding

Overview

In this role you will detect fraud across indicators and onboarding triggers to protect customers while minimizing friction for genuine users. You will manage daily fraud alerts and claims across Zopa products, applying judgement to gather evidence for investigations. You’ll review documents, listen to suspicious calls, and escalate as needed, collaborating with teams and external partners. You will coach colleagues, support leaders, and contribute to a culture of rigorous, fair risk management in a fast-paced, hybrid environment.

Pay / Benefits

• hybrid working
• flexible work arrangement
• work-life balance
• option to work from abroad up to 120 days a year

Responsibilities

• Handle fraud escalations in the application journey, including document reviews and call listening.
• Complete payment reviews within service levels to balance protection and customer experience.
• Investigate requests to change personal information and implement updates after concerns are resolved.
• Investigate fraudulent transaction claims end-to-end, raising visa chargebacks where applicable.
• Identify first‑party fraud and escalate with clear, evidenced rationale.
• Keep customers informed during investigations and manage expectations.
• Submit reports to Cifas and coordinate with other financial institutions and law enforcement when required.
• Support seniors and team leaders; coach colleagues on fraud queries to improve referral quality.

Key requirements

• Proven experience in a similar role within a financial institution
• Experience using Cifas and Visa
• Knowledge of fraud and AML laws and regulations
• Excellent attention to detail when examining documents
• Ability to prioritise cases and stay effective under pressure
• Adaptable in a fast-paced environment
• Experience working across multiple products
• Team player with integrity and customer respect

• attention to detail
• under pressure prioritisation
• team player
• Cifas
• Visa
• fraud and AML regulations knowledge

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