Fraud Service Officer

at  Payuk

FRAUD SERVICE OFFICER - LONDON, PERMANENT

The post holder will assist the Fraud Service Manager with day-to-day service management activities, initial incident response, documentation, and on-call support for 24/7 P1 incidents, ensuring the effective handling and resolution of high-priority issues.
This role is essential for providing first-level service support, assisting in incident management, monitoring SLAs, and ensuring accurate documentation. The on-call responsibilities for P1 incidents ensure that critical issues are managed promptly, contributing to service resilience and reliability.

KEY ACCOUNTABILITIES

• Act as the first responder for incidents during regular working hours and as part of the on-call rota for 24/7 P1 incident management.
• Log incidents accurately, perform initial impact analysis, and escalate complex or critical incidents as needed.
• Participate in a scheduled on-call rota to provide 24/7 support for high-priority (P1) incidents.
• Ensure rapid response and coordination for P1 incidents, communicating effectively with the Fraud Service Manager and relevant teams.
• Monitor service performance against SLAs, KPIs, and OLAs, ensuring compliance and prompt escalation when thresholds are at risk.
• Support proactive measures to maintain service availability and reliability.
• Assist in generating detailed reports on service performance, incident trends, and areas for improvement.
• Maintain comprehensive and up-to-date documentation, ensuring adherence to regulatory and company policies.
• Provide timely updates to relevant stakeholders during incidents and maintain effective communication throughout the incident lifecycle.
• Engage with internal teams and external partners to facilitate the resolution of incidents and follow-up activities.
• Contribute to risk assessment activities by documenting incidents and response actions.
• Ensure compliance with Pay.UK policies and relevant industry regulations during incident management.
• Identify opportunities for process improvements based on incident learnings and service reviews.
• Participate in post-incident analysis and contribute to the development of preventive measures.

QUALIFICATIONS, SKILLS & EXPERIENCE

• Experience in a service support or junior IT service management role, ideally in financial services or fintech
• Familiarity with fraud prevention platforms such as APPR and CoP
• ITIL Foundation; Certification: Preferred but not mandatory
• Incident Management: Experience in handling and escalating incidents, including P1 incident response.
• Communication: Enhanced verbal and written communication skills for clear stakeholder updates.
• Attention to Detail: Accuracy in incident logging and service documentation.
• IT Proficiency: Familiarity with service management tools (e.g., ServiceNow, JIRA).
• Problem Solving: Capable of evaluating initial issues and escalating complex problems effectively.
• Team Collaboration: Works collaboratively with team members and supports the service goals.
• Resilience: Able to work effectively in a time-sensitive setting, especially during on-call P1 incident management.
  At Pay.UK, we value diversity and inclusivity. Research has shown that candidates from underrepresented groups may hesitate to apply unless they meet all the requirements listed. We encourage all qualified candidates to apply, regardless of how closely their skills and experience match the requirements. We are committed to supporting accessibility needs and creating a welcoming environment for all employees. Become part of our team and contribute to the creation of an inclusive work environment that values everyone’s unique input.

ABOUT US

Pay.UK maintains and develops the UK retail payment systems and standards that are core to the economy being able to function on a day-to-day basis.
From Bacs to Faster Payments and cheques – we act as the single operator for all UK retail payments. We put the needs of consumers and businesses at the heart of everything we do, working in the public interest to ensure that the systems the country relies on for its banking transactions are safe, open, innovative and resilient.
Our payment systems underpin the services that enable funds to be transferred between people and institutions. In 2023, the UK’s retail payment systems processed 11.4 billion transactions worth £9.3 trillion through Bacs Direct Credit, Direct Debit, Faster Payments, and cheques, and our Current Account Switch Service has facilitated over 10.2 million switches since its launch in 2013.
Every day, people and businesses use the services we provide to get their salaries, pay their bills and make online and mobile banking payments. Our vision for the future is to enable a vibrant economy, with Pay.UK delivering the best-in-class payment infrastructure and standards for the benefit of consumers and businesses nationwide.

Please refer the Job description for details