At a Glance
- Tasks: Manage bank claims, disputes, and fraud prevention in a dynamic e-commerce environment.
- Company: Join Oner Active, a mission-driven company empowering women through strength training.
- Benefits: Enjoy 25 days leave, private healthcare, and a dog-friendly office with healthy snacks.
- Other info: Be part of a diverse team that values your growth and well-being.
- Why this job: Make a real impact while protecting customers and the business from fraud.
- Qualifications: Experience in fraud management and strong analytical skills are essential.
The predicted salary is between 35000 - 45000 € per year.
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
About Us
Nothing is clearer to us than the belief that every woman should include strength training in her life to enhance both physical and mental well-being. It's about building strong bodies and even stronger minds, asserting their right to take up space in the gym, and allowing the spotlight to shine bright on their progress.
To us, strength training represents a determined, goal-oriented mindset and an unwavering work ethic. We don't wait for success; we create it through hard work and determination. When faced with challenges, we don't back down; instead, we break through barriers, recognising that true progress lies on the other side.
These are the pillars that form the foundation of Oner Active. We consistently challenge ourselves to create innovative and impactful products, so that you can perform better. With our range of products and innovative approach, we provide a wide variety of colours to ensure that all skin tones genuinely radiate in Oner.
Our Purpose and Mission
We are on a mission to unite and empower women to be the strongest version of themselves through strength training. We want to inspire women to take centre stage in the gym by promoting strength training, which underpins all movement and sport, as a healthy foundation in life.
Our Benefits
- 25 days annual leave + bank holidays and work from anywhere up to 4 weeks a year
- 5% employer match salary sacrifice pension scheme
- Generous Oner Active discount plus regular office sample sales
- Free Evolve You subscription
- Private Healthcare with Vitality including optical and dental
- Monthly wellness allowance and team workout classes
- Start-up culture - the chance to learn and make a real impact
- Great employee events like our Summer party, Christmas party and team away days
- Healthy office snacks and fruit (plus a chocolate cupboard for a sweet treat for the balance)
- Dog friendly office
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.
Bank Claims & Fraud Specialist in London employer: Oner Active
Oner Active is an exceptional employer that champions a vibrant and inclusive work culture, where every employee is empowered to make a meaningful impact. With generous benefits such as 25 days of annual leave, private healthcare, and a supportive environment for personal growth, our hybrid office in Old Street, London, fosters collaboration and innovation. Join us in our mission to inspire women through strength training while enjoying a dynamic workplace that values well-being and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Bank Claims & Fraud Specialist in London
✨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 researching the company and role thoroughly. Understand their values and how you can contribute to their mission. This will help you stand out and show that you're genuinely interested.
✨Tip Number 3
Practice your responses to common interview questions. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your experiences clearly and confidently.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and keep you top of mind for the hiring team. Plus, it shows your enthusiasm for the role.
We think you need these skills to ace Bank Claims & Fraud Specialist in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Bank Claims & Fraud Specialist role. Highlight your relevant experience in fraud management and payment operations, and show us how your skills align with our mission at Oner Active.
Showcase Your Analytical Skills:We love a good problem-solver! In your application, give examples of how you've tackled challenges in previous roles, especially those related to fraud detection or chargebacks. This will help us see your proactive mindset in action.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and structure your thoughts logically. We appreciate strong written communication skills, so make sure your application reflects that!
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, we can’t wait to hear from you!
How to prepare for a job interview at Oner Active
✨Know Your Stuff
Before the interview, make sure you’re well-versed in the specifics of bank claims and fraud management. Brush up on your knowledge of payment providers like Shopify, Klarna, and PayPal. Being able to discuss these topics confidently will show that you're serious about the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved disputes or identified fraud patterns. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your analytical abilities and proactive mindset.
✨Communicate Clearly
Since this role involves direct communication with customers and various internal teams, practice articulating your thoughts clearly and professionally. You might even want to do a mock interview with a friend to refine your communication style.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use for fraud detection, or how they measure success in this role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
