Complex Fraud Case Investigator: Independent & Customer-Focused

Next Frontier Capital; Scotland; On-site; GBP 40,000 - 65,000; Full time

Job summary

J.P. Morgan is seeking a Fraud Case Investigator to own complex investigations in Fraud Operations. You will apply Payment Services Regulations and reimbursement frameworks to reach fair outcomes while supporting scam victims with education and aftercare.

The role involves independent case management, collaboration with stakeholders, and handling a high-volume workload to ensure timely, well-evidenced decisions. Commitment to customer-first service under pressure is essential.

Qualifications

• Experience applying Payment Services Regulations in a fraud and/or disputes context.
• Experience working with the Contingent Reimbursement Model code in fraud case decisioning.
• Experience in UK banking or financial services, with UK fraud and/or risk exposure.
• Knowledge of complaint handling practices and the Financial Ombudsman framework.
• Ability to conduct structured, evidence-based investigations and document outcomes clearly.
• Strong written and verbal communication skills, with the ability to explain decisions clearly and sensitively.

Responsibilities

• Conduct robust, independent investigations into complex fraud claims in line with Payment Services Regulations to reach the correct outcome
• Own end-to-end fraud case management, ensuring decisions are well-evidenced and customer-focused
• Support scam victims through education, guidance, and aftercare to help them stay safe going forward
• Review escalated fraud complaints and deliver fair outcomes that put the customer at the forefront
• Provide tailored support to vulnerable customers, adapting your approach to individual needs
• Engage effectively with stakeholders to progress cases and resolve issues efficiently
• Make autonomous decisions and seek input from leaders and partners when cases are particularly complex
• Manage a high-volume workload across multiple stages of investigation while maintaining quality and timeliness
• Identify control gaps and identify control gaps promptly and appropriately

Skills

PSR experience

CRM knowledge

UK banking experience

FOS knowledge

Investigation skills

Communication skills

Customer focus

Independent worker

Job description

J.P. Morgan is seeking a Fraud Case Investigator to own complex investigations in Fraud Operations. You will apply Payment Services Regulations and reimbursement frameworks to reach fair outcomes while supporting scam victims with education and aftercare.

The role involves independent case management, collaboration with stakeholders, and handling a high-volume workload to ensure timely, well-evidenced decisions. Commitment to customer-first service under pressure is essential.