Fraud & Investigations Manager

JD.COM; Greater London; On-site; GBP 45,000 - 75,000; Full time

Job summary

JD Europe is seeking a proactive fraud specialist to investigate and resolve ecommerce fraud across UK and EU markets. You will work with customer service, payments, product, and legal teams to reduce fraud exposure and improve detection, investigation, and resolution at scale.

The role requires strong analytical ability, case management, and cross-functional collaboration to implement effective controls and training. Located in London with a focus on scaled online retail fraud.

Qualifications

• Experience investigating and resolving ecommerce fraud at a scaled online marketplace, retailer, or digital platform.
• Strong knowledge of customer fraud, payment and e-banking fraud, account takeover, and refund abuse patterns.
• Familiarity with UK and EU payments landscape, including chargeback processes and PSD2/SCA.
• Fluency in a second EU language (Spanish or Portuguese preferred; German/French/Dutch valued).

Responsibilities

• Investigate and resolve fraud cases across UK and EU markets, including customer, payment, e-banking, and refund abuse.
• Manage day-to-day fraud queues, triaging cases by risk and impact, and driving to resolution.
• Collaborate with risk, audit, logistics, customer service, payments, and operations to handle escalated cases and improve first-line handling.
• Contribute to fraud policy design and governance, detection thresholds, and playbooks with product and risk teams.
• Track fraud patterns and typologies across markets and flag emerging risks.
• Liaise with payment providers, card schemes, and banking partners on disputed transactions.
• Support engagement with law enforcement and reporting bodies as needed.
• Maintain case records, investigation notes, and management reporting on fraud performance.
• Contribute to fraud awareness and training across the business.

Skills

Fraud investigation

Data analysis

Stakeholder communication

Caseload management

Job description

About the role

This is a newly created position within JD Europe's International Compliance Department. You will investigate and resolve fraud matters affecting customers and the platform across UK and EU markets — including customer fraud, payment and e-banking fraud, account takeover, and related buying and refund abuse. You'll work closely with customer service, payments, product, and legal teams to reduce fraud exposure and improve how the business detects, investigates, and resolves fraud at scale.

What you'll do

• Investigate and resolve fraud cases across UK and EU markets, including customer fraud, payment fraud, e-banking and buying fraud, account takeover, and refund abuse
• Manage day-to-day fraud queues, triaging cases by risk and impact, and taking matters through to resolution
• Partner with risk, audit, logistics, customer service, payments, and operations teams to handle escalated cases and improve first-line handling
• Support the design and refinement of fraud policies and governance, controls, and detection thresholds in collaboration with product and risk teams
• Track fraud patterns and typologies across markets, and flag emerging risks.
• Liaise with payment providers, card schemes, and banking partners on disputed transactions, chargebacks, and fraud claims
• Support engagement with law enforcement and reporting bodies where matters warrant escalation
• Maintain case records, investigation notes, and management reporting on fraud performance
• Contribute to fraud awareness and training across the business

What we're looking for

• Experience investigating and resolving e-commerce fraud at a scaled online marketplace, retailer, or consumer-facing digital platform
• Strong working knowledge of customer fraud, payment and e-banking fraud, account takeover, and refund abuse patterns
• Familiarity with the UK and EU payments landscape, including chargeback processes, card scheme rules, and PSD2/SCA
• Fluency in a second EU language, Spanish or Portuguese a strong advantage, with German, French, or Dutch also highly valued
• Practical and organised, comfortable managing a caseload and taking matters through to resolution
• Analytical, with the ability to spot patterns across cases and translate them into actionable intelligence
• A confident communicator, comfortable working across customer service, payments, product, and legal teams
• Discreet and dependable, with sound judgment when handling sensitive investigations
• Comfortable working in an environment where processes and playbooks are still developing

Why this role

JD Europe is scaling fast, and fraud is one of the most operationally significant risks facing any consumer-facing business at this level of growth. This role offers real breadth — spanning customer, payment, and platform fraud across UK and EU markets — and the chance to help shape how the business detects, investigates, and resolves fraud. For someone with a background in e-commerce fraud investigations who wants to move from executing at scale to helping shape a function, this is a genuine opportunity to make a visible impact.