Complex Fraud Case Investigator

As a Fraud Case Investigator in Fraud Operations, you will own complex fraud investigations to ensure the right outcomes for our customers and our firm. You will use your knowledge of Payment Services Regulations and relevant reimbursement frameworks to make fair, well-reasoned decisions. You will support scam victims with education and aftercare, including providing tailored support for vulnerable customers. You will work collaboratively with stakeholders while staying accountable for thorough, independent case management.

Job responsibilities

• Conduct robust, independent investigations into complex fraud claims in line with Payment Services Regulations to reach the correct outcome
• Own end-to-end fraud case management, ensuring decisions are well-evidenced and customer-focused
• Support scam victims through education, guidance, and aftercare to help them stay safe going forward
• Review escalated fraud complaints and deliver fair outcomes that put the customer at the forefront
• Provide tailored support to vulnerable customers, adapting your approach to individual needs
• Engage effectively with stakeholders to progress cases and resolve issues efficiently
• Make autonomous decisions and seek input from leaders and partners when cases are particularly complex
• Manage a high-volume workload across multiple stages of investigation while maintaining quality and timeliness
• Identify control gaps and escalate control risks promptly and appropriately

Required qualifications, capabilities, and skills

• Experience applying Payment Services Regulations in a fraud and/or disputes context
• Experience working with the Contingent Reimbursement Model code in fraud case decisioning
• Experience in UK banking or financial services, with UK fraud and/or risk exposure
• Knowledge of complaint handling practices and the Financial Ombudsman framework
• Ability to manage a heavy workload across multiple cases with minimal supervision
• Ability to conduct structured, evidence-based investigations and document outcomes clearly
• Strong written and verbal communication skills, with the ability to explain decisions clearly and sensitively
• Customer-first mindset with a proven commitment to delivering high-quality service under pressure

Preferred qualifications, capabilities, and skills

• Experience investigating complex scam typologies (for example, authorised push payment scams)
• Experience supporting vulnerable customers in a regulated customer service or investigations environment
• Experience handling escalations and delivering outcomes in a complaints function
• Experience identifying control weaknesses and contributing to risk and control improvements
• Experience working in an operational environment with 24/7 coverage or time-critical casework
• Confidence collaborating across teams to resolve issues and improve customer outcomes

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