At a Glance
- Tasks: Lead a dynamic fraud investigations team and drive customer-first outcomes.
- Company: Join Zopa, a pioneering fintech redefining banking with a people-centric approach.
- Benefits: Enjoy flexible working, competitive pay, and opportunities for personal growth.
- Other info: Work in a diverse environment that values collaboration and offers excellent career progression.
- Why this job: Make a real impact in finance while leading innovative fraud prevention efforts.
- Qualifications: Proven leadership in fraud operations and strong knowledge of fraud typologies required.
The predicted salary is between 28000 - 30000 £ per year.
Our Story
Hello there. We’re Zopa.
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.
Find out more about our fantastic offerings at
Zopa. com !
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.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count.
Want to see us in action?
Follow us on Instagram @zopalife
The role
As a Fraud Team Leader at Zopa, you’ll lead the day-to-day running of our fraud investigations and recovery team within the Fraud Operations Tribe.
You’ll manage and motivate a team of fraud specialists to deliver great customer outcomes, in line with Zopa’s purpose - ‘Home of Money’.
You’ll bring deep knowledge of fraud typologies, operations and processes across multiple products, a strong grasp of relevant regulation and law, and the confidence to handle impersonation, scams, account takeover and complex cases.
Just as important, you’ll use data and insight to drive team performance, build a customer-first culture, and keep improving how we work - including how we use AI.
Working Pattern
This is a hybrid role, with the team working in the office 1 day a week.
Your working week will consist of 7.5 hour shifts scheduled between 8:00 am and 8:00 pm, Monday to Friday.
You will also be required to work one day of the weekend every other week, from 9:00 am to 5:30 pm, which will be worked remotely.
If you work a weekend day, you will receive a day off during the week in lieu.
In addition, you will be required to work some bank holidays per year, for which you will receive time off in lieu.
A day in the life
- Monitor team performance - review daily KPIs with your specialists and check in throughout the day to offer support.
- Use performance data and management information, at both customer and agent level, to spot trends, target coaching, and reallocate work as demand changes.
- Review and decide the outcome of complex investigations, giving clear rationale and escalating where needed to the Senior Fraud Manager.
- Be the point of contact for the fraud team - support new joiners when they start, allocate and oversee their training with a Senior Fraud Specialist or competent colleague, and monitor sign-off.
- Hold regular team meetings and one-to-one sessions with your Fraud Specialists, giving timely, fair and constructive feedback.
- Support our workforce management team on agent schedules and work closely with the wider Fraud Operations Team Leaders to manage peak weeks.
- Take escalated calls to offer further support and advice to our customers.
- Receive and respond to feedback from other operational areas, such as QC results, complaints, and customer service.
- Make sure investigations align with internal policies, regulatory requirements and industry best practice - monitor controls, fix issues, and prevent them recurring.
- Stay informed on emerging scam and fraud trends across the industry, and look for ways to, improve processes and embed better ways of working - including practical, safe uses of AI in the team.
- Represent fraud in internal and external meetings where the Senior Fraud Manager cannot attend or needs extra support.
- Support the wider Senior Fraud Ops leadership team on additional tasks and project work and assist the Senior Fraud Manager with anything further support they need.
About you
- Proven leadership experience within fraud operations, ideally in a fintech or digital bank in a similar role.
- Strong working knowledge of fraud typologies.
- Hand’s on experience in handling fraud investigations, particularly across multiple products.
- Experience responding to fraud risk events as and when they arise.
- An up-to-date understanding of fraud and AML laws and the PSR regulations, and how these apply to day-to-day processes.
- Ability to present and communicate complex cases to and audience outside of fraud operations.
- Confident using performance data and MI to understand performance, make decisions and target coaching.
- Strong communication and interpersonal skills - able to influence, support and challenge where needed.
- The ability to make high-risk decisions and clearly evidence the reasons behind them.
- A continuous improvement mindset - open to change and keen to find better, simpler ways of working.
- Adaptable in a fast-paced, fast-changing environment.
- A team player who acts with integrity and treats our customers and colleagues with respect.
- Bonus points for
- Familiarity with machine learning-driven fraud detection systems, such as Lexis Nexis.
- Experience using AI in fraud processes, and the confidence to adapt as it evolves.
- Experience with intelligence-sharing networks or industry working groups.
- Previous experience with supporting and liaising with police/making referrals to report fraud where required.
At Zopa we value flexible ways of working.
We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 1 day a week.
You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
- *Subject to having the right to work in the country of choice
- Diversity Statement
Zopa is proud to offer a workplace free from discrimination.
Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people.
We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work.
Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
#LI-LH1
Fraud Team Leader – Investigations in London employer: Zopa
At Zopa, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a Remote Auto Account Manager in the North East, you'll benefit from flexible working arrangements, comprehensive training programmes, and ample opportunities for career advancement, all while contributing to a pioneering company in the fintech space.
StudySmarter Expert Advice🤫
We think this is how you could land Fraud Team Leader – Investigations in London
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Zopa. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Fraud Team Leader – Investigations in London
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Zopa.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Zopa's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Zopa
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Zopa.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Zopa will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Zopa employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
