Fraud Operations Specialist - Banking Operations (Hybrid)

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

As a Fraud Operations Specialist at Zopa, you will be responsible for the review and management of daily fraud cases across all Zopa products. This role involves a keen eye for detail, experience in document reviewing, call listening of suspicious contact and gathering key information to support a claim or investigation. 

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.

• Handle all aspects of fraud escalation referrals during the application journey – this includes document reviews, concerns with calls and/or other suspicions held 
• Review and change pieces of personal information following a full review to ensure no concerns are held. 
• Investigate end to end any fraudulent transaction claims raised and where applicable raising chargeback claims on Visa 
• Escalate any 1st party fraud cases where concerns are held.  
• 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.  
• 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. 
• To offer guidance, support and training to associates across Zopa with fraud related queries and providing feedback to support and improve the fraud referrals process.  

• Proven experience working in a similar role within a financial institution
• High level of attention to detail regarding documentation examination and call reviews
• Ability to work under pressure and able to prioritise tasks and cases within a given time frame
• Keen to continue to learn to stay aware of changes in processes and regulations
• A team player that acts with integrity and treats our customers and associates with respect
• Adaptable in a fast-paced environment
• Ability to work under own initiative and keen willingness to learn
• Proven excellent customer service skills.

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We're on the move! 

Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz.

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 2-3 days 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.