• What you’ll do Investigate suspected fraudulent activity across UK card and payment programmes, reviewing transaction data, account history and supporting evidence to determine appropriate case outcomes.
• Raise and manage chargebacks in line with Visa and Mastercard scheme rules, ensuring cases are evidenced, submitted within scheme timescales and tracked through to resolution.
• Investigate ad hoc fraud patterns and trends identified by clients or internal monitoring, providing clear findings and recommendations back to the client or business area concerned.
• Liaise directly with clients on individual case queries and broader fraud pattern investigations, acting as a knowledgeable point of contact for UK fraud matters.
• Maintain accurate and complete case files and investigation records, in line with internal policy and regulatory expectations.
• Identify emerging fraud typologies and escalate concerns or recommendations to the wider fraud team where rule or control changes may be needed.
• Support colleagues in other jurisdictions with fraud investigations and casework where UK expertise, capacity or cover is required, including cross-border cases as they arise.
• Work closely with AML, Compliance, Operations and Customer Service teams to ensure fraud cases are managed consistently and in customers’ best interests.
• Contribute to the continuous improvement of investigation processes, templates and documentation used across the fraud function

What you’ll bring

• Experience investigating card fraud within a regulated payments, banking or fintech environment.
• Practical experience raising and managing chargebacks, with working knowledge of Visa and Mastercard dispute and reason code frameworks.
• Sound understanding of common fraud typologies, including APP fraud, account takeover and first party fraud.
• Ability to analyse transaction data and account activity to identify patterns, anomalies and links between cases.
• Strong written communication skills, with the ability to produce clear, well evidenced case notes and client facing updates.
• Comfortable working independently on a caseload while managing competing priorities and deadlines.
• Experience working with fraud monitoring or case management systems is an advantage.
• Understanding of the regulatory environment for UK payments, including FCA requirements and the Payment Services Regulations 2017, is desirable.
• Willingness to support colleagues in other regions on fraud matters outside of UK working hours where needed.
• Excellent attention to detail and a methodical, evidence led approach to investigations.
• 
  

Key responsibilities

1. Analyse performance and turn insight into action

• Produce clear client, portfolio and operational performance reports that explain results, trends, risks and opportunities.

• Use Togglit and associated reporting tools to investigate performance, validate outputs and identify what is driving customer and operational outcomes.

• Turn findings into practical recommendations, with clear actions, priorities and measures of success.

• Work with Product, Technology, Operations, Risk and Compliance colleagues to resolve issues, improve reporting and make service improvements stick.

2. Help clients get the best from Togglit

• Act as a trusted day-to-day contact for assigned clients, building strong relationships with operational and senior stakeholders.

• Support onboarding and placement set-up for Tier 1 banks and major utility providers, coordinating activity across data, configuration, testing, readiness and handover.

• Lead business reviews that bring together performance, customer outcomes, risks, opportunities and agreed actions.

• Coordinate client queries and service issues through to resolution, keeping communication clear, timely and evidence-led.

• Support customer service team queries and escalations, helping colleagues investigate scenarios, understand root causes and agree clear next steps.

3. Build strong, well-controlled operations

• Document and improve the processes that support onboarding, service delivery, reporting, escalations and governance.

• Work closely with Risk and Compliance to embed regulatory requirements, data protection, information security and Consumer Duty.

• Ensure risks, incidents, complaints and control weaknesses are raised promptly and followed through to resolution.

• Identify recurring customer service themes, escalation drivers and process gaps, then work with the right teams to prevent issues from repeating.

4. Monitor customer support partner performance

· Monitor outsourced support partner performance across SLAs, KPIs, quality, complaints, escalations and customer outcomes.

• · Lead constructive performance conversations, agreeing clear actions, owners and timescales where improvement is needed.