Fraud Specialist - Fraud Onboarding (Hybrid)

We’re Zopa, a bank that listens to what our customers don’t like about finance and does the opposite. We're redefining what it feels like to work in finance, putting people front and centre.

You will detect fraud across fraud indicators and application triggers to protect Zopa's customers, while keeping things smooth for the genuine ones. You'll review and manage daily fraud alerts and claims across all Zopa products. You'll need a sharp eye for detail, experience reviewing documents and listening to suspicious calls, and the judgement to gather the evidence that backs up a claim or investigation.

Responsibilities

• Handle fraud escalations in the application journey, including document reviews, call listening and any other suspicions raised during onboarding.
• Complete payment reviews within our service levels, making timely, well-reasoned decisions that protect customers without adding friction for legitimate payments.
• Investigate requests to change personal information and only apply updates once every concern is resolved.
• Investigate fraudulent transaction claims end to end, raising Visa chargebacks where applicable.
• Spot first-party fraud and escalate it with clear, evidenced rationale.
• Keep customers informed throughout an investigation and manage their expectations.
• Submit reports to Cifas and work with other financial institutions and law enforcement when needed.
• Support seniors and team leaders.
• Coach colleagues across Zopa on fraud queries, improving the quality and consistency of referrals.

About you

• Proven experience in a similar role within a financial institution.
• Previous experience using Cifas and Visa.
• Knowledge of fraud and AML laws and regulations.
• Excellent attention to detail when examining documents.
• Able to prioritise cases and stay effective under pressure.
• Adaptable in a fast-paced environment.
• Experience working across multiple products.
• A team player who acts with integrity and treats customers and colleagues with respect.

Additional Information

At Zopa we value flexible ways of working. We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office one day a week. You'll also have the option of working from abroad for up to 120 days a year!