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Zopa is a fintech company founded in 2005 as the first peer-to-peer lending platform, now operating as Zopa Bank. This role is part of the Fraud Operations team, handling fraud detection and investigation across the customer onboarding and transaction lifecycle.
Key Responsibilities:
- Handle fraud escalations during the application journey, including document reviews, call listening, and investigation of suspicious activity during onboarding
- Complete payment reviews within service levels, making timely decisions that protect customers while minimizing friction for legitimate transactions
- Investigate requests to change personal information and resolve concerns before applying updates
- Investigate fraudulent transaction claims end-to-end, raising Visa chargebacks where applicable
- Identify first-party fraud and escalate with clear, evidence-based rationale
- Keep customers informed throughout investigations and manage expectations
- Submit reports to Cifas and coordinate with other financial institutions and law enforcement as needed
- Support senior team members and team leaders
- Coach colleagues across Zopa on fraud queries to improve quality and consistency of referrals
The role is hybrid, requiring 2-3 days per week in the London office with flexibility to work abroad up to 120 days annually (subject to work authorization). Zopa values collaborative, face-to-face work balanced with work-life flexibility.
Requirements:
- Proven experience in a similar fraud operations or compliance role within a financial institution
- Previous experience using Cifas and Visa systems
- Knowledge of fraud and AML (Anti-Money Laundering) laws and regulations
- Excellent attention to detail when examining documents
- Ability to prioritize cases and remain effective under pressure
- Adaptability in fast-paced environments
- Experience working across multiple products
- Team player with integrity who treats customers and colleagues with respect
