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- Tasks: Investigate and manage fraud cases, ensuring thorough documentation and communication with customers.
- Company: Join Zopa, a pioneering bank redefining finance with a customer-first approach since 2005.
- Benefits: Enjoy hybrid working, flexible hours, and a supportive team culture in a top-rated workplace.
- Why this job: Be part of a mission-driven team that values integrity and empowers you to make a real impact.
- Qualifications: 1+ years in fraud detection, strong attention to detail, and excellent communication skills required.
- Other info: Work in a dynamic environment with opportunities for growth and learning in the finance sector.
The predicted salary is between 36000 - 60000 £ per year.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
As a Fraud Specialist at Zopa, you will be responsible for reviewing and managing daily fraud cases, as well as investigating complex fraud cases across all Zopa products. This role requires a keen eye for detail, the ability to gather key evidence to support a claim or investigation (including experience in document review and call listening of suspicious contacts), and an inquisitive nature. This is a hybrid role – the team works in the office on Tuesdays and Thursdays. Your working week will consist of 7.5 hour shifts between 8 am and 8 pm, Monday to Friday, and you will be required to work one day of the weekend every other week, remotely. If you work a day at the weekend, you will receive a day off during the week.
A day in the life:
- Handle all aspects of the investigations process in accordance with procedural requirements across all Zopa products, ensuring that they are documented and concise.
- Conduct a thorough investigation into customer fraud claims. This includes reviewing the fraud claim/suspicion, gathering all relevant evidence, reaching the right outcome.
- Maintain clear and consistent communication with customers throughout the investigations process. This includes informing the customer of the status of their case, managing their expectations.
- Investigate end to end any fraudulent transaction claims raised and where applicable raising chargeback claims on Visa.
- Review and investigate real time alerts on suspicious transactions from end to end.
- Escalate any 1st party fraud cases where concerns are held.
- Reporting to CIFAS and liaising with other financial institutions/law enforcement agencies where applicable.
- Reviewing Cifas reports and making risk-based decisions on applications to ensure compliance and mitigate potential fraud risks.
- Assist seniors and team leaders where required.
- Offer guidance, support and training to associates across Zopa with fraud related queries and providing feedback to support and improve the fraud referrals process.
- Investigate Authorised Push Payment (APP) fraud claims, ensuring thorough review and documentation of each case, and liaising with relevant parties to resolve the issue.
About you:
- Proven experience (1+ years) of working in a similar fraud detection/prevention role within a financial institution.
- Previous experience and knowledge of the use of Cifas, Visa and the BSP portal.
- Knowledge of Fraud and AML laws and regulations.
- High level of attention to detail with regard to documentation examination.
- Excellent communication and customer service skills.
- Ability to work under pressure and able to prioritise tasks and cases.
- Adaptable in a fast-paced environment.
- A team player that acts with integrity and treats our customers and associates with respect.
Bonus points for:
- Previous experience using Salesforce, Lexis Nexis, ClearBank, UK Finance Portal and FeatureSpace.
- Knowledge of new rules, regulations and reputational risks to further improve the fraud investigation’s processes.
- Experience working across multi-products.
Contact Detail:
Zopa Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fraud Specialist
✨Tip Number 1
Familiarise yourself with the latest fraud detection technologies and methodologies. Understanding tools like Cifas, Visa, and the BSP portal will give you an edge in discussions during interviews.
✨Tip Number 2
Network with professionals in the finance and fraud prevention sectors. Attend industry events or join online forums to connect with others who can provide insights or even referrals for the role.
✨Tip Number 3
Prepare to discuss real-life scenarios where you've successfully handled fraud cases. Being able to articulate your thought process and the steps you took will demonstrate your expertise and problem-solving skills.
✨Tip Number 4
Showcase your communication skills by preparing to explain complex fraud concepts in simple terms. This is crucial as you'll need to maintain clear communication with customers throughout the investigation process.
We think you need these skills to ace Fraud Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in fraud detection and prevention. Emphasise any specific roles or responsibilities that align with the job description, such as handling investigations or working with fraud-related tools like Cifas and Visa.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention your understanding of Zopa's mission to redefine finance and how your skills can contribute to their vision. Be sure to include examples of your previous work in fraud investigation.
Highlight Relevant Skills: In your application, clearly outline your skills that match the job requirements, such as attention to detail, communication skills, and ability to work under pressure. Use specific examples to demonstrate these skills in action.
Show Enthusiasm for the Role: Express your enthusiasm for the Fraud Specialist position and Zopa's innovative approach to banking. Mention any personal values that align with their mission, such as integrity and customer respect, to show you are a good cultural fit.
How to prepare for a job interview at Zopa Bank
✨Showcase Your Attention to Detail
As a Fraud Specialist, attention to detail is crucial. Be prepared to discuss specific examples from your previous roles where your keen eye helped identify fraud or prevent losses. Highlight any experience you have with document review and evidence gathering.
✨Demonstrate Your Communication Skills
Effective communication is key in this role, especially when dealing with customers. Prepare to share instances where you successfully managed customer expectations during investigations or communicated complex information clearly.
✨Familiarise Yourself with Relevant Tools
Knowledge of tools like Cifas, Visa, and the BSP portal is a plus. If you have experience with these or similar platforms, be ready to discuss how you've used them in past roles to enhance fraud detection and prevention.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills under pressure. Think about how you would handle various fraud cases, including real-time alerts and APP fraud claims, and be ready to explain your thought process.
