At a Glance
- Tasks: Manage bank claims and prevent fraud while ensuring a positive customer experience.
- Company: Join Oner Active, a mission-driven company empowering women through strength training.
- Benefits: Enjoy 25 days annual leave, private healthcare, and a dog-friendly office.
- Other info: Dynamic start-up culture with excellent career growth opportunities.
- Why this job: Make a real impact in a fast-paced e-commerce environment with innovative products.
- Qualifications: Experience in fraud management and strong analytical skills required.
The predicted salary is between 30000 - 40000 £ 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
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.
Oner Active 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 team member 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, employees thrive in a dynamic hybrid setting in Old Street, London. Join us to be part of a mission-driven team that not only values hard work and determination but also celebrates diversity and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Oner Active Bank Claims & Fraud Specialist in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues 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 its culture. Understand their mission and values, especially how they empower women through strength training. Tailor your responses to show how you align with their goals.
✨Tip Number 3
Practice your interview skills! Get a friend to do mock interviews with you, focusing on common questions related to fraud management and customer experience. The more comfortable you are, the better you'll perform.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Oner Active team.
We think you need these skills to ace Oner Active Bank Claims & Fraud Specialist in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in fraud management and payment operations. We want to see how your skills align with our mission at Oner Active!
Show Off Your Communication Skills:Since you'll be dealing directly with customers, it's crucial to demonstrate your strong written communication skills. Use clear and professional language in your application to reflect this.
Highlight Your Analytical Mindset:We love a proactive problem-solver! Make sure to include examples of how you've tackled challenges in previous roles, especially related to fraud prevention or chargebacks.
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 get you into the process smoothly.
How to prepare for a job interview at Oner Active
✨Know Your Stuff
Before the interview, make sure you understand the ins and outs of bank claims and fraud management. Familiarise yourself with platforms like Shopify, Klarna, and PayPal, as well as the chargeback processes. This knowledge will not only impress your interviewers but also show that you're genuinely interested in the role.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples where you've successfully resolved disputes or identified fraud. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your analytical abilities and proactive mindset, which are crucial for this position.
✨Communicate Clearly
Since you'll be handling direct customer communication, practice articulating your thoughts clearly and professionally. Think about how you would explain complex issues simply and effectively. Good communication skills can set you apart from other candidates.
✨Embrace the Company Culture
Oner Active values strength, determination, and a supportive environment. During your interview, express how these values resonate with you. Share your passion for empowering others and how you can contribute to fostering a positive team culture. This alignment can make a big difference in how you're perceived.
