Fraud & Disputes Specialist

About the role

As a Fraud & Disputes Specialist, you’ll be at the forefront of protecting our credit card customers and business from financial crime, playing a vital role in our Fraud and Financial Crime Team. You’ll have end-to-end ownership of complex investigations, making a direct impact on customer experience, and the effectiveness of our UK & US card products.

Key Responsibilities

• End-to-End Case Ownership: Investigate and resolve complex third‑party credit card fraud, consumer card disputes (including Section 75 claims), and chargebacks, ensuring meticulous accuracy and compliance with Mastercard guidelines.
• Customer-Centric Resolution: Communicate empathetically and clearly with customers throughout the process, managing challenging scenarios like account takeovers and scams with professionalism and sound judgment.
• Operational Excellence & Digital Adoption: Execute structured processes using our digital systems, proactively identifying trends and suggesting improvements to controls, workflows, and automation opportunities. You’ll be a champion for new technologies, helping us work smarter and faster.
• Continuous Learning: Stay ahead of emerging fraud typologies, regulatory changes, and new operational tools, sharing your expertise and contributing to a collaborative, improvement-focused team environment.

Experience & Skills

• Essential: Prior experience working with credit or debit card fraud, disputes, or chargebacks.
• Advantageous: Good working knowledge of scheme rules (especially Mastercard) and relevant regulatory standards in the UK and/or USA.
• Ability to confidently navigate and resolve complex customer scenarios with empathy and professionalism.
• Strong organisational and prioritisation skills, thriving in a fast‑paced and change‑driven environment.
• Digitally savvy and eager to embrace automation and new technologies.
• Detail‑oriented and process‑driven, with a knack for spotting inefficiencies and suggesting practical improvements.
• Excellent written and verbal English communication skills.

Profile & Approach

• Customer‑Focused: Deeply committed to customer protection and delivering positive outcomes.
• Accountable: Takes personal ownership for every case and champions process enhancements.
• Proactive & Solutions‑Oriented: Open to new approaches, including automation and digital transformation.
• Constructive & Collaborative: Eager to identify better ways of working and contribute to a supportive team culture.
• Maintains the highest standards of confidentiality, integrity, and compliance.

Benefits

• Winning team: the opportunity to scale up one of the world’s most successful fintech companies
• Flexible working: flexible approach tailored to each role. Hybrid roles require three days in‑office weekly; fully remote roles include regular opportunities for in‑person connection through socials and off‑sites
• Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls
• Health coverage: support for your physical and mental wellbeing, including private health cover
• Retirement & savings: long‑term financial wellbeing through retirement savings plans
• Employee referral programme: earn a competitive bonus when you refer successful new team members
• Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in‑house chefs on in‑office days at select locations
• Sustainable commuting: cycle‑to‑work and electric vehicle salary sacrifice schemes available in select locations

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