Fraud Operations Specialist - Fraud Prevention
Zopa · Manchester, United Kingdom · 17h ago
A day in the life
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Handle fraud escalations in the application journey, including document reviews, call listening and any other suspicions raised during onboarding.
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Complete inbound & outbound payment reviews within our service levels, making timely, well-reasoned decisions that protect customers without adding friction for legitimate payments.
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Investigate requests to change personal information and only apply updates once every concern is resolved.
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Investigate fraudulent transaction claims end to end, raising Visa chargebacks where applicable.
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Spot first-party fraud and escalate it with clear, evidenced rationale.
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Keep customers informed throughout an investigation and manage their expectations.
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Submit reports to Cifas and work with other financial institutions and law enforcement when needed.
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Support seniors and team leaders in high priority cases.
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Coach colleagues across Zopa on fraud queries, improving the quality and consistency of referrals.
About you
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Proven experience in a similar role within a financial institution.
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Previous experience using Cifas and Visa.
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Knowledge of fraud and AML laws and regulations.
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Excellent attention to detail when examining documents.
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Able to prioritise cases and stay effective under pressure.
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Adaptable in a fast-paced environment.
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A team player who acts with integrity and treats customers and colleagues with respect.
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Hybrid, with one day a week in the office.
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7.5-hour shifts between 8am and 8pm, Monday to Friday.
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One weekend day every other week, worked remotely, with a day off in lieu during the week.
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Some bank holiday working may be required.
Our approach to AI in interviews
At Zopa, AI isn't something we're testing out — it's part of how we work every day. As a proud partner of Jobs 2030, we're committed to building AI fluency across our workforce, and we expect Zopians to use AI as part of how they do their jobs.
Because of that, we want to be transparent about how we think about AI use during our hiring process.
Behavioural and competency-based interviews: please don't use AI. These conversations are designed to understand you — your experiences, your judgment, and how you've approached real situations. An AI-generated answer can't tell us that. What it can do is get in the way of us finding out whether we're the right fit for each other.
Technical interviews: it depends on the role. Some technical stages actively welcome AI use, others don't. Your Talent Partner will let you know what's expected at each stage. Where AI is part of the assessment, we'll be interested not just in the outcome, but in how you used it – the tools you chose, your reasoning, and the decisions you made along the way.