Fraud Operations Specialist - Fraud Prevention

We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. 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. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward.

Find out more about our fantastic offerings at !

We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count.

Want to see us in action? Follow us on Instagram @zopalife

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.

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.

• 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 elevate 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.

• 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.

We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our Manchester office 3 days a week. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF
) Please note this office is dog friendly so you might see some furry friends about!

You’ll also have the option of working from abroad for up to 120 days a year!
* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.

* Subject to having the right to work in the country of choice

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and…