Fraud Operations Specialist - Fraud Onboarding

Our Story   Hello there. We’re Zopa.   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 Zopa.com!    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   The role:    You will detect fraud across fraud indicators and application triggers to protect Zopa's customers, 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.  Weekly working pattern: This role operates on a hybrid working pattern, with one day 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. A day in the life • Handle fraud escalations in the application journey, including document reviews, call listening and any other suspicions raised during onboarding. • Complete 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 escalate 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. • Coach colleagues across Zopa on fraud queries, improving the quality and consistency of referrals. About you • 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. • Experience working across multiple products. • A team player who acts with integrity and treats customers and colleagues with respect. At Zopa we value flexible ways of working. We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office one day a week. 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   Diversity Statement Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.    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.