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
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Complex Fraud Case Investigator in Midlothian employer: Jpmorgan Chase & Co.
JPMorgan Chase & Co. is an exceptional employer, offering a dynamic work environment in Bournemouth where innovation and collaboration thrive. Employees benefit from a strong focus on professional development, inclusive team culture, and the opportunity to work with cutting-edge technology in a supportive atmosphere that values continuous improvement and engineering excellence.
