Fraud Service Agent

This role requires being in our Manchester office 2 days a week, so please only apply if you're comfortably able to meet this requirement (XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ
)

The Fraud Service Agent is responsible for completing fraud operations tasks designed to ensure Jaja is compliant, and our customers and the business are protected from fraud risks and losses.

The successful candidate will be comfortable engaging directly with customers, working independently and autonomously, but with oversight from the Fraud Team Lead.

You will work in a dynamic, fast‑paced environment for a business that is shaking up the Consumer Finance industry. Working with a passionate team who excel at delivery, you will have a varied and interesting portfolio of activity that is not constrained by the status quo.

• Handling fraud‑related customer enquiries via inbound and outbound phone calls as well as webchat and email interactions.
• Delivering an exceptional customer experience to individuals impacted by fraudulent activity.
• Investigating credit card fraud & financial crime application and transactional fraud alerts, which may involve interaction directly with the customer.
• Close collaboration with Fraud & Financial Crime Strategy Leads through the observation of latest trends, providing a crucial feedback loop to inform our fraud strategy.

• Proven Call Centre Experience – Demonstrated success in dynamic call centre environments.
• Fraud Expertise – At least 1 year experience working in a fraud team within the financial services sector.
• Exceptional verbal communication skills – Empathetic, a good listener, ability to handle calls with vulnerable customers.
• Adaptability – Thrives in fast‑paced, ever‑changing environments.
• Organizational mastery – Strong organizational and time‑management skills.
• Customer journey insight – Comprehensive experience across the entire customer journey.

• You care deeply about helping customers and supporting them in the event of fraud issues.
• You’ve been involved in a fraud or customer service function previously.
• You like working in a modern and comfortable office where everyone works together to achieve collective goals.
• You have strong literacy skills.
• What we’re doing at Jaja excites you!

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
• Competitive salary.
• Pension contributions, including Salary Exchange facility.
• Annual bonus potential.
• Private medical cover provided by Vitality (optional benefit).
• 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
• Your birthday off each year as an additional day's holiday.
• 4x life insurance cover.
• Access to our confidential Employee Assistance Programme.