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Zopa is a fintech company founded in 2005 as the first peer-to-peer lending platform, and now operates Zopa Bank—a customer-centric digital bank. This Fraud Operations Specialist role is based in Manchester (hybrid, 2-3 days per week in office at WeWork, Dalton Place) and sits within the fraud prevention team.
In this role, you will handle fraud escalations across the customer journey, including document reviews, call listening, and investigation of suspicious activity during onboarding. You will complete inbound and outbound payment reviews within service-level agreements, making timely, well-reasoned decisions that protect customers without adding friction to legitimate transactions. You will investigate requests to change personal information, ensuring all concerns are resolved before applying updates. You will investigate fraudulent transaction claims end-to-end, raising Visa chargebacks where applicable, and spot first-party fraud with clear, evidenced escalation rationale.
Additionally, you will keep customers informed throughout investigations and manage their expectations. You will submit reports to Cifas and collaborate with other financial institutions and law enforcement when needed. You will support senior team members and team leaders on high-priority cases, and coach colleagues across Zopa on fraud queries to improve the quality and consistency of referrals.
The role offers flexible working arrangements, including the option to work from abroad for up to 120 days per year (subject to right to work). Zopa values face-to-face collaboration and work-life balance, and the Manchester office is dog-friendly.
REQUIREMENTS:
- Proven experience in a similar fraud operations or fraud prevention 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 stay effective under pressure
- Adaptability in a fast-paced environment
- Team player who acts with integrity and treats customers and colleagues with respect
