Fraud Operations Specialist — Hybrid Role

Zopa; Manchester; Hybrid; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Dog-friendly office

Hybrid working (Manchester 3 days/week

Work abroad up to 120 days/year

Job summary

Zopa is hiring for a fraud analyst to protect customers from fraud while ensuring smooth onboarding for genuine customers. You will review daily fraud alerts, conduct document checks and listen to suspicious calls, gathering evidence to back up claims or investigations.

The role involves handling escalations, conducting payment reviews, and coordinating with Cifas and law enforcement as needed. It is a hybrid role based in Manchester, with some remote flexibility and occasional weekend work.

Qualifications

• Proven experience in a similar fraud role within a financial institution.
• Strong understanding of fraud and AML laws and regulations.
• Excellent attention to detail when examining documents.

Responsibilities

• Handle fraud escalations in the application journey, including document reviews and call listening.
• Complete inbound & outbound payment reviews within service levels.
• Investigate requests to change personal information and apply updates after resolution.
• Investigate fraudulent transaction claims end to end and raise chargebacks where applicable.
• Spot first-party fraud and provide clear, evidenced rationale.
• Keep customers informed throughout investigations and manage expectations.
• Submit reports to Cifas and coordinate with other financial institutions and law enforcement when needed.
• Coach colleagues across Zopa on fraud queries to improve referrals.

Skills

Fraud investigations

Cifas knowledge

Attention to detail

Pressure management

Team player

Tools

Cifas system

Visa fraud tools

Job description

Zopa is hiring for a fraud analyst to protect customers from fraud while ensuring smooth onboarding for genuine customers. You will review daily fraud alerts, conduct document checks and listen to suspicious calls, gathering evidence to back up claims or investigations.

The role involves handling escalations, conducting payment reviews, and coordinating with Cifas and law enforcement as needed. It is a hybrid role based in Manchester, with some remote flexibility and occasional weekend work.