Fraud & Chargeback Team Lead

Plum; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Own part of the company via stock IPO

Private health insurance

Plum Premium for free

Remote-friendly with 2 days in London,

Team breakfasts and lunches

25 days holiday + bank holidays

45 work-from-anywhere days

Sabbatical after 4 years

Enhanced parental leave

Volunteer day

Annual team trip

Job summary

Plum is seeking a lead to own the Fraud & Chargeback function and guide the team in a fast-growing fintech environment.

You will drive strategic improvements with Compliance, Product and Engineering, strengthening fraud prevention and reducing losses while maintaining a positive customer experience.

The role blends hands-on investigations with leadership, shaping the future of Plum's fraud capabilities across the platform.

Qualifications

• Experience in fraud and disputes operations, with customer-centric focus.
• Strong knowledge of fraud types and investigations in payments.
• Ability to lead and scale a team in a fintech environment.

Responsibilities

• Own Fraud & Chargeback processes and customer journeys, ensuring scalability and regulatory alignment.
• Manage day-to-day operations of the Fraud & Chargeback team with clear prioritisation.
• Provide expertise on fraud typologies (ATO, ID theft, card fraud) and guide investigations.
• Lead disputes and manage escalations with a proactive approach to losses reduction.
• Monitor, detect, and report fraud trends to senior stakeholders.
• Drive continuous improvement of processes, tooling, products and controls.
• Collaborate with Compliance, Product and Engineering to implement changes from discovery to rollout.
• Stay ahead of evolving fraud trends and regulatory requirements.
• Mentor team members and support career growth and development.
• Maintain up-to-date SOPs and workflow descriptions for the team.
• Be the main point of contact for partners and coordinate daily activities.

Skills

Fraud & Chargeback management

Regulated financial services

Leadership & mentoring

Investigation & countermeasures

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
• Plum Premium for free
• 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!

If you think this sounds like you, don't hesitate to get in touch!

Thanks,

*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