Fraud Specialist (Hybrid)

The Fraud Specialist will review and manage daily fraud cases, investigate complex fraud cases across all Zopa products, and gather key evidence including document review and call listening. Responsibilities include handling all aspects of the investigations process, conducting thorough investigations into customer fraud claims, and maintaining clear communication with customers. The role involves investigating fraudulent transaction claims, raising chargeback claims on Visa where applicable, reviewing and investigating real-time alerts on suspicious transactions, and escalating first-party fraud cases. The specialist will report to CIFAS, liaise with other financial institutions/law enforcement agencies, review CIFAS reports, make risk-based decisions on applications, assist seniors and team leaders, and provide guidance and support to associates on fraud-related queries. Investigating Authorised Push Payment (APP) fraud claims and liaising with relevant parties to resolve issues are also key duties.