Fraud & Chargeback Team Lead

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

Millions of people want to grow their money but don't know where to start. More than 90% of adults don’t access traditional financial advice. That's the gap Plum was built to close.

We're building the proactive money platform that makes it easy for people to smartly and sustainably grow their money. Whether you're stashing the cash for tea and toast in your first home or catching some rays during retirement, we've got your back.

Since 2016, millions of people across 10 European markets have set aside more than £10 billion with Plum. But what we're most excited about is what comes next and the opportunity for our people to help shape it.

We're now going after something even bigger: the £2 trillion+ advised market in the UK and beyond, currently locked behind high fees and complexity. By combining AI-driven financial guidance with the products people actually need, we're building a solution for everyone, not just the wealthy few.

At Plum, you'll be part of a team that's ambitious, curious and driven. We move fast, learn from what doesn't work, challenge the status quo and, most importantly, build something that makes people's lives better. We believe great ideas can come from anywhere, and that the best work happens when people feel trusted to take ownership, collaborate openly and bring their whole selves to work.

Join nearly 300 Plumsters and be part of a team shaping the future of money

The Role

An exciting opportunity to take ownership of the fraud and chargeback at Plum and lead the Fraud & Chargeback team. You will be responsible for the day-to-day performance of the team and the ongoing development of our fraud and chargeback processes, products and tooling. You will lead strategic initiatives to strengthen our fraud prevention capabilities, reduce losses, improve operational efficiency and customer experience. Working closely with Compliance, Product, Engineering and other stakeholders, you will identify opportunities for improvement and drive them through from idea to implementation.

You Will

• Own the Fraud & Chargeback processes and customer journeys at Plum, ensuring they are effective, scalable, customer-centric and aligned with regulatory and scheme requirements.
• Look after the day to day operations of the Fraud and Chargeback team, ensuring effective task allocation, prioritisation and delivery against operational targets.
• Providing expertise in various fraud types (e.g. card fraud, identity theft, account takeover) with strong investigative and countermeasure skills to minimise fraud losses and chargebacks.
• Use your experience and expertise to guide the Fraud and Disputes team in conducting complex fraud investigations and manage escalations.
• Be monitoring, detecting, and preventing fraudulent activities and presenting findings to senior stakeholders.
• Own the continuous improvement roadmap for Fraud & Chargeback, proactively identifying opportunities to improve processes, internal tooling, products and controls.
• Collaborate closely with Compliance, Product and other teams to define requirements, build stakeholder support and deliver product and process improvements from discovery through to implementation and ongoing optimisation.
• Stay informed about new fraud trends and evolve strategies to meet the changing demands of the financial crime landscape including new regulations.
• Mentor and coach team members, actively provide feedback and take an active interest in their career growth and progression.
• Maintain an up to date knowledge base that includes standard operating procedures, workflow descriptions, training materials etc.
• Become the main point of contact for relevant partners, coordinate daily activities and help resolve any unforeseen issues.

Ideally You Have

• 4+ years of experience in a similar role with 1+ years in a managerial capacity.
• Proven experience owning and improving fraud and chargeback processes, ideally within a fintech, payments or other regulated financial services environment.
• Expertise in fraud and disputes processes, with a strong understanding of customer-centric operations.
• Strong knowledge of Visa disputes and transaction processing and of Direct Debit lifecycle (BACS & SEPA), including chargebacks and late failures.
• Hands-on experience investigating various fraud typologies, such as ATO, ID Theft, Card Fraud and APP.
• Strong organisational and communication skills.
• A proactive, hands-on problem-solving mindset, with the ability to act quickly and decisively.
• An empathetic and developmental leadership style, with a focus on coaching and motivating others.
• Experience in a start-up environment is a plus.

Plum's Perks

• Own part of the company you're helping grow through stock options
• Private health insurance
• Annual training budget
• Plum Premium for free
• Competitive referral scheme
• Flexible approach to remote working: we encourage at least 2 days a week in one of our beautiful offices in London, Athens or Cyprus
• Team breakfasts and team lunches
• 25 days holiday + bank holidays
• 45 work-from-anywhere days to give you flexibility to work your way
• 2 weeks sabbatical after 4 years to take the break you deserve
• Enhanced parental leave
• 1 paid volunteering day annually
• Annual team trip to a surprise destination!
• A fun, inclusive company culture (think)

Thanks,

Plum Τeam

*Plum is an Equal Opportunity Employer. Plum does not discriminate on the basis of age, race, religion, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need