Fraud & Claims Specialist, E-commerce Payments

Role: Bank Claims & Fraud Specialist

Reports into: Customer Experience Manager

Contract Type: Full Time, working 7.5 hours per day, 5 days per week

Location: Hybrid, working 3 days a week in our offices based in Old Street, London

The Team

We are seeking a proactive and detail-oriented Bank Claims & Fraud Specialist to join our Customer Experience team. In this role, you will lead the management of bank claims, payment disputes, and fraud prevention across multiple payment providers and global regions. You will play a key role in protecting the business from fraud and financial loss while ensuring genuine customers continue to receive a fair and positive experience. Working closely with CX, Finance, Accounting, Web/Tech, and Logistics teams, you will help improve processes, identify fraud trends, manage chargebacks, and support scalable fraud prevention solutions as the business continues to grow.

Role Overview

As the Bank Claims & Fraud Specialist, you will oversee the end-to-end handling of payment disputes and fraud-related activity across Shopify Payments, Klarna, PayPal, and Afterpay/Clearpay. You will be responsible for reviewing claims, communicating directly with customers, submitting evidence, monitoring fraud patterns, and maintaining accurate records and reporting. This role is ideal for someone who thrives in a fast-paced e-commerce environment, has strong analytical and organisational skills, and can balance operational detail with proactive problem-solving.

Key Responsibilities

• Manage bank claims, chargebacks, disputes, and fraud cases across all payment providers and regions.
• Handle direct customer communication relating to claims, disputes, chargebacks, and fraud investigations, ensuring clear, professional, and timely responses.
• Review customer cases and attempt early resolution where appropriate to prevent escalation to formal claims or chargebacks.
• Review and submit evidence for claims within required deadlines.
• Work closely with Finance and Accounting teams to resolve payment disputes, refunds, and reconciliation issues.
• Monitor fraud trends, suspicious customer behaviour, and refund abuse patterns.
• Investigate high-risk orders, reseller activity, return fraud, and unauthorized transaction claims.
• Maintain accurate documentation, internal notes, and tracking across Shopify and internal systems.
• Escalate complex or high-risk cases to relevant internal teams when required.
• Support improvements to fraud prevention processes, automation, and operational controls.
• Partner with Web/Tech, Logistics, and third-party platform providers to improve fraud detection and prevention measures within the business.
• Produce regular reporting on fraud trends, chargeback performance, and financial impact.
• Support the wider Customer Experience team with guidance on claims handling, fraud processes, and preventative actions.
• Ensure all work is handled in line with company processes, SLAs, and compliance standards.

You'll need to have:

• Previous experience in fraud management, chargebacks, disputes, risk, or payment operations within e-commerce or retail.
• Strong understanding of Shopify, Klarna, PayPal, and chargeback/dispute processes.
• Excellent attention to detail and organisational skills.
• Strong analytical and problem-solving abilities.
• Ability to manage deadlines and prioritise workload effectively in a fast-paced environment.
• Confident communicating directly with customers and across multiple internal stakeholders.
• Strong written communication skills and accurate record keeping.
• Proactive mindset with the ability to identify operational risks and improvement opportunities.
• Experience using Shopify, Zendesk, or similar operational systems is preferred.

Equality, Diversity, and Inclusion

At Oner Active it's about embracing diversity and empowering every individual to reach their full potential. We are committed to creating an environment where everyone feels valued, supported, and able to thrive. We welcome applications from all backgrounds and are dedicated to ensuring that everyone has equal access to opportunities during the recruitment process. If you require any reasonable adjustments or additional support, we encourage you to reach out to our Recruitment team – we're here to support you every step of the way.