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- Tasks: Investigate complex fraud cases and support scam victims to ensure customer safety.
- Company: Join a dedicated team focused on fighting financial crime and protecting customers.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Fast-paced environment with a commitment to customer-first service.
- Why this job: Make a real difference by helping victims and preventing fraud every day.
- Qualifications: Experience in fraud investigations and strong communication skills required.
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 in Edinburgh employer: JPMorganChase
Contact Detail:
JPMorganChase Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fraud Case Investigator in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect on LinkedIn. The more people you know, the better your chances of landing that Fraud Case Investigator role.
✨Tip Number 2
Prepare for interviews by brushing up on Payment Services Regulations and common fraud scenarios. We want you to showcase your investigative mindset and customer-first approach, so practice articulating your thought process.
✨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 enthusiasm for the role. Plus, it keeps you fresh in their minds!
We think you need these skills to ace Fraud Case Investigator in Edinburgh
Some tips for your application 🫡
Show Your Investigative Skills: When writing your application, make sure to highlight your experience with investigations. Use specific examples that demonstrate how you've tackled complex cases in the past, especially in fraud or financial services.
Customer Focus is Key: We want to see your commitment to customer service. Share stories that showcase your empathy and ability to support scam victims, particularly vulnerable customers. This will show us you understand the importance of putting customers first.
Be Clear and Concise: Your written application should be easy to read and straight to the point. Avoid jargon and ensure your decision-making process is clearly documented. This reflects your ability to communicate effectively, which is crucial for this role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at JPMorganChase
✨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, which is crucial for this role.
✨Showcase Your Investigative Skills
Prepare examples from your past experiences where you've conducted thorough investigations. Highlight how you approached complex cases, documented your findings, and made evidence-based decisions. This will demonstrate your capability to manage fraud cases effectively.
✨Empathy is Key
Since you'll be supporting scam victims, it's important to convey your customer-first mindset during the interview. Share instances where you've provided tailored support to vulnerable customers, showcasing your ability to handle sensitive situations with care and understanding.
✨Engage with Stakeholders
Discuss your experience collaborating with different teams or stakeholders. Be ready to explain how you’ve resolved issues efficiently in the past, as this role requires strong communication skills and the ability to work well with others to achieve the best outcomes for customers.