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- Tasks: Investigate fraud cases and support scam victims to protect customers.
- Company: Join a dedicated team focused on fighting financial crime.
- Benefits: Competitive salary, flexible hours, and opportunities for personal growth.
- Other info: Fast-paced environment with a commitment to customer service.
- Why this job: Make a real difference by helping customers stay safe from fraud.
- Qualifications: Experience in fraud investigations and strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
Help us stop fraud in its tracks and protect customers when they need us most. In Fraud Operations, you will investigate complex cases, support scam victims, and help prevent criminal proceeds from moving through the financial system. You will join a team that operates around the clock, united by a shared purpose: keeping our customers and our firm safe. If you are customer-focused, resilient, and confident in making informed decisions, this role offers meaningful impact every day. Bring your judgement, empathy, and investigative mindset—and help us fight financial crime together.
As a Fraud Case Investigator in Fraud Operations, you will own complex fraud investigations to ensure the right outcomes for our customers and our firm. You will use your knowledge of Payment Services Regulations and relevant reimbursement frameworks to make fair, well-reasoned decisions. You will support scam victims with education and aftercare, including providing tailored support for vulnerable customers. You will work collaboratively with stakeholders while staying accountable for thorough, independent case management.
Job responsibilities:
- Conduct robust, independent investigations into complex fraud claims in line with Payment Services Regulations to reach the correct outcome.
- Own end-to-end fraud case management, ensuring decisions are well-evidenced and customer-focused.
- Support scam victims through education, guidance, and aftercare to help them stay safe going forward.
- Review escalated fraud complaints and deliver fair outcomes that put the customer at the forefront.
- Provide tailored support to vulnerable customers, adapting your approach to individual needs.
- Engage effectively with stakeholders to progress cases and resolve issues efficiently.
- Make autonomous decisions and seek input from leaders and partners when cases are particularly complex.
- Manage a high-volume workload across multiple stages of investigation while maintaining quality and timeliness.
- Identify control gaps and escalate control risks promptly and appropriately.
Required qualifications, capabilities, and skills:
- Experience applying Payment Services Regulations in a fraud and/or disputes context.
- Experience working with the Contingent Reimbursement Model code in fraud case decisioning.
- Experience in UK banking or financial services, with UK fraud and/or risk exposure.
- Knowledge of complaint handling practices and the Financial Ombudsman framework.
- Ability to manage a heavy workload across multiple cases with minimal supervision.
- Ability to conduct structured, evidence-based investigations and document outcomes clearly.
- Strong written and verbal communication skills, with the ability to explain decisions clearly and sensitively.
- Customer-first mindset with a proven commitment to delivering high-quality service under pressure.
Preferred qualifications, capabilities, and skills:
- Experience investigating complex scam typologies (for example, authorised push payment scams).
- Experience supporting vulnerable customers in a regulated customer service or investigations environment.
- Experience handling escalations and delivering outcomes in a complaints function.
- Experience identifying control weaknesses and contributing to risk and control improvements.
- Experience working in an operational environment with 24/7 coverage or time-critical casework.
- Confidence collaborating across teams to resolve issues and improve customer outcomes.
Fraud Case Investigator employer: Jpmorgan Chase & Co.
Contact Detail:
Jpmorgan Chase & Co. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fraud Case Investigator
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to fraud investigations. Think about your past experiences and how they relate to the role. We want you to showcase your judgement and empathy during those chats!
✨Tip Number 3
Don’t just apply anywhere—apply through our website! It shows you're genuinely interested in joining our team and helps us keep track of your application more efficiently.
✨Tip Number 4
Follow up after interviews with a thank-you note. It’s a simple way to express your appreciation and reiterate your interest in the role. Plus, it keeps you fresh in their minds!
We think you need these skills to ace Fraud Case Investigator
Some tips for your application 🫡
Show Your Investigative Skills: When writing your application, make sure to highlight your experience with complex investigations. Use specific examples that demonstrate how you've tackled fraud cases or similar challenges in the past. We want to see your analytical mindset in action!
Customer Focus is Key: Remember, this role is all about protecting customers. Share stories that showcase your commitment to customer service and how you've supported individuals, especially vulnerable ones, in previous roles. We love seeing empathy in action!
Be Clear and Concise: Your written application should be easy to read and straight to the point. Avoid jargon and make sure your reasoning is clear. We appreciate well-structured applications that reflect your ability to communicate effectively—just like you would with a customer.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Jpmorgan Chase & Co.
✨Know Your Regulations
Familiarise yourself with Payment Services Regulations and the Contingent Reimbursement Model code. Being able to discuss these frameworks confidently will show that you understand the legal landscape of fraud investigations.
✨Showcase Your Empathy
As a Fraud Case Investigator, you'll be supporting scam victims. Prepare examples of how you've demonstrated empathy in past roles, especially when dealing with vulnerable customers. This will highlight your customer-first mindset.
✨Demonstrate Your Investigative Skills
Be ready to discuss your approach to conducting structured, evidence-based investigations. Share specific examples where your judgement led to successful outcomes, showcasing your ability to manage complex cases independently.
✨Engage with Stakeholders
Collaboration is key in this role. Think of instances where you've effectively engaged with different teams or stakeholders to resolve issues. Highlight your communication skills and how they helped improve customer outcomes.