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Fraud Operations Specialist - Fraud Onboarding

Zopa· Fraud Operations / Fraud Ops
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Hybrid (London)Employee - PermanentPosted 2w ago

About the role

Fraud Operations Specialist focused on fraud onboarding at Zopa. Detects fraud indicators and application triggers, reviews daily fraud alerts and claims across all Zopa products, and collaborates with internal teams and external partners to protect customers while minimizing friction for genuine users.

Responsibilities

  • Handle fraud escalations in the application journey, including document reviews, call listening and any other suspicions raised during onboarding.
  • Complete payment reviews within our service levels, making timely, well-reasoned decisions that protect customers without adding friction for legitimate payments.
  • Investigate requests to change personal information and only apply updates once every concern is resolved.
  • Investigate fraudulent transaction claims end to end, raising Visa chargebacks where applicable.
  • Spot first-party fraud and escalate it with clear, evidenced rationale.
  • Keep customers informed throughout an investigation and manage their expectations.
  • Submit reports to Cifas and work with other financial institutions and law enforcement when needed.
  • Support seniors and team leaders.
  • Coach colleagues across Zopa on fraud queries, improving the quality and consistency of referrals.

Qualifications

  • Proven experience in a similar role within a financial institution.
  • Previous experience using Cifas and Visa.
  • Knowledge of fraud and AML laws and regulations.
  • Excellent attention to detail when examining documents.
  • Able to prioritise cases and stay effective under pressure.
  • Adaptable in a fast-paced environment.
  • Experience working across multiple products.
  • A team player who acts with integrity and treats customers and colleagues with respect.

Skills

Required:Fraud investigationsCifasVisa

Benefits

  • Hybrid working pattern (one day per week in the office).
  • Option to work from abroad for up to 120 days a year (subject to right to work).
  • Supportive and diverse workplace culture with DE&I focus.
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Zopa

Easy banking - current accounts, loans & savings

Open a Zopa bank account with cashback and interest. Plus easy-to-use loans, credit cards, savings and more, all in one simple, secure app.

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