Fraud & Chargeback Lead — FinTech Risk & Ops

Plum Fintech; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Stock options

Private health insurance

Annual training budget

Plum Premium

Referral scheme

Remote-friendly (2 days in office)

Team breakfasts

25 days holiday

WFH days

Sabbatical after 4 years

Parental leave

Volunteer day

Team trip

Inclusive culture

Job summary

Plum in London is seeking a Fraud & Chargeback Lead to own the processes and the team, ensuring scalable, customer-centric fraud prevention. You will work with Compliance, Product and Engineering to strengthen controls and reduce losses.

You will guide investigations across fraud typologies, monitor performance, and drive the continuous improvement roadmap. Plum's perks include stock options, private health insurance, and flexible remote working with office days in London, Athens or Cyprus.

Qualifications

• 4+ years in a similar role with 1+ year in management.
• Proven track record improving fraud and chargeback processes in fintech or regulated finance.
• Expertise in fraud and disputes with customer-focused operations.
• Strong knowledge of Visa disputes and Direct Debit lifecycle (BACS & SEPA).
• Hands-on experience with fraud typologies (ATO, ID Theft, Card Fraud, APP).

Responsibilities

• Own Fraud & Chargeback processes and customer journeys, aligned with regulations.
• Manage day-to-day operations, task allocation, and delivery against targets.
• Lead investigations of complex fraud cases and manage escalations.
• Monitor and present findings to senior stakeholders.
• Define and drive continuous improvement of processes, tooling, and controls.
• Collaborate with Compliance, Product and other teams from discovery to implementation.
• Keep up-to-date with fraud trends and regulatory changes.
• Mentor team members and support career growth.
• Maintain up-to-date SOPs and training materials.
• Serve as main contact for partners and coordinate daily activities.

Skills

Fraud & Chargeback

Customer-centric ops

Leadership & mentoring

Regulatory compliance

Investigation skills

Job description

Plum in London is seeking a Fraud & Chargeback Lead to own the processes and the team, ensuring scalable, customer-centric fraud prevention. You will work with Compliance, Product and Engineering to strengthen controls and reduce losses.

You will guide investigations across fraud typologies, monitor performance, and drive the continuous improvement roadmap. Plum's perks include stock options, private health insurance, and flexible remote working with office days in London, Athens or Cyprus.