The role:

You will help protect Zopa's customers from fraud 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.

Weekly working pattern:

This role operates on a hybrid working pattern, with three days per week in the office.

You will work 7.5-hour shifts between 8:00am and 8:00pm, Monday to Friday.

You will also be required to work one weekend day every other week, remotely from 9:00am to 5:30pm, with a day off in lieu during the week.

Some bank holiday working may also be required.

A day in the life

• Handle fraud escalations in the application journey, including document reviews, call listening and any other suspicions raised during onboarding. 
• Complete inbound & outbound 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 in high priority cases.  
• 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. 
• A team player who acts with integrity and treats customers and colleagues with respect.